Support Engineer
$70,000–$80,000 year
On-siteNew York City, New York, United States
Job Summary
Communicate with customers via Zendesk, JIRA, or scheduled calls to identify issues and address them as the technical point of contact for Customer Success. Translate customer feedback to engineering action by leveraging proper escalation routes to manage internal and external stakeholders' expectations. Work cross functionally across Customer Success, Product, and Engineering to triage and mitigate issues, including site event incidents, while creatively problem-solving to develop strategic, reusable solutions. Identify bugs and effectively escalate to appropriate internal parties, maintaining high emotional intelligence when handling difficult situations. Requires advanced communication skills to explain technical concepts to non-technical people and handle incidents both within and outside business hours.
Required Qualifications
- Affinity for problem solving and crafting innovative, reusable solutions
- High level of emotional intelligence, handling difficult situations with empathy and professionalism
- Exceptional direct customer communication, organization, prioritization, and time-management skills in a fast-paced and demanding environment
- Experience in handling incidents and internal communications both within and outside of (on-call) business hours
- Advanced ability to communicate and collaborate with cross-departmental partners and stakeholders
- Detail oriented and accuracy obsessed in a dynamic and fast-paced environment
- A critical thinker with the ability to logically and methodically investigate and problem-solve
- Strong written and verbal communication skills; ability to explain technical concepts to non-technical people and communicate urgency in tickets and live conversations
- A strong understanding of HTML/CSS and SQL
- BS/BA Degree or equivalent
Desired Qualifications
- Experience in MarTech/AdTech or a technical service environment
- Familiarity with at least one programming or scripting language, such as JavaScript, Liquid, or TypeScript
- Familiarity with Webhooks, REST APIs, and API documentation
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.