Customer Experience Engineer

Job Description

About the Role

We are seeking an exceptional candidate who possess a blend of technical and customer-facing skills to successfully support the deployments of our DemandTools platform for new product launches and existing upgrades, this role will also be an involved in troubleshooting advanced support issues to attempt to get re-creatable steps for the engineering team to take action on. This job will require a unique combination of flexibility, troubleshooting, creativity, leadership skills, as well as collaboration between development, testing and IT infrastructure teams. As part of this highly visible team, the candidate will work cross-functionally with multiple teams ensuring successful product deployments and handle advanced troubleshooting situations.

In this role, you will apply technical and functional subject matter expertise to resolve complex and critical configuration issues, develop and utilize integration processes.

Team Dynamic

Successful candidates will possess strong problem solving, customer obsession, strong ownership, process design, leadership, technical learning capabilities, ability to establish priorities, work independently, and proceed with objectives without supervision. This role requires a strong passion for innovative technology and a desire to drive long-term improvements through collaboration with many teams, including Support, Engineering and Operations.

Position Duties and Responsibilities

Working directly with Validity’s Data Solutions Engineering team:

• Support product deployments within high value customer’s environment
• Prepare and produce deployment plans, including collaboration with customer’s users and infrastructure teams
• Responsible for troubleshooting advanced customer installation issues
• Help drive external documentation to improve the experience for future customers
• Support continuous improvement by investigating alternatives and technologies and presenting these for implementation review
• Communicate between all different levels of technical expertise from end users to engineers
• Help with new feature/integration testing
• Duties may be modified or assigned at any time to meet the needs of the business

Required Experience, Skills, and Education

• 3+ years of proven hands-on software support experience
• Strong Technical problem-solving and analytical skills
• Proven ability to prioritize and manage multiple high-priority tasks simultaneously
• Proven ability to lead technical discussions with a variety of groups, including Software and Systems Engineering, IT and Operations
• Knowledge and/or working experience with networking and Product IT
• Knowledge and/or working experience with Cloud and Open-Source technologies
• Knowledge and/or working experience working with Salesforce or any other CRM
• Proven ability to troubleshoot and identify root cause, drive improvements, and preventive measures
• Ability to establish priorities, work independently, and proceed with objectives without supervision
• Demonstrated ability to document standard operating process and deploying/troubleshooting guides

Preferred Experience, Skills, and Education

• Familiarity with APEX is a plus

About Validity

For over 20 years, tens of thousands of organizations across the world have relied on Validity solutions to target, contact, engage, and retain customers – using trustworthy data as a key advantage. Validity’s flagship products – Everest, DemandTools, BriteVerify, and GridBuddy Connect – are all highly rated, #1 solutions for sales and marketing professionals. These solutions deliver smarter email campaigns, more qualified leads, more productive sales, and ultimately faster growth.

Validity is a truly unique company - massive revenue growth, top-tier investors, 5-star product ratings, proven ability to acquire and integrate top tech companies and welcome them into the Validity family, a winning culture, and a work environment that fosters hard work, trust, and fun.

Headquartered in Boston, Validity has offices in Tampa, Denver, London, Paris, Sao Paulo, and Sydney. For more information, connect with us on LinkedIn, Instagram, and Twitter.

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Validity is proud to be an equal opportunity employer. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.