As a Senior Support Engineer you will use your proven technical expertise to troubleshoot and resolve complex and escalated customer issues across our Acoustic product suite - which includes components such as SMS, email, web, mobile push, and analytics. Acoustic is bringing cutting-edge technology to the marketing technology space, leveraging AI to bring human-centered solutions to our customer's biggest marketing challenges. This role provides an exciting opportunity to leverage your technical expertise and customer service skills to analyze, troubleshoot, and resolve issues pertaining to the Acoustic ecosystem of products.
What You’ll Do:
- Provide back-line diagnostic/troubleshooting and technical expertise to customer support team, working on a combination of complex technical problems and escalated customer issues.
- Conduct independent and collaborative research in order to find solutions to customer-reported issues.
- Escalate cases/defects to the Product and Engineering team and track to closure.
- Use your technical expertise and soft skills to join customer calls, when necessary, to assist the customer support team with escalated or complex technical issues.
- Apply leadership skills to collaborate cross-functionally with customer support, engineering, product, and operations to resolve internal and customer issues
- Help with explanation of product enhancements/fixes, as appropriate, with the deployment of product upgrades and software patches.
- Identify trends across clients, cases and/or teams to initiate proactive measures/processes combatting potential problems.
- Develop deep technical understanding and become certified on Acoustic software products.
- Prepare FAQs, upgrade notes, knowledge base articles and other support documents.
- Assist with other reasonable duties as may be required being adaptable to ever changing business needs.
- Follow guidelines, best practices, and processes for case handling, including SLOs, SLAs, survey metrics
Requirements
To be a good fit for the Senior Support Engineer opportunity, you will have:
- A bachelor’s degree in Mathematics, Computer Science, Electrical Engineering or equivalent related field / relevant experience.
- 3+ years technical support experience in an enterprise software company, supporting external or internal customers; ESP, web applications or analytics software strongly preferred.
- Formal training in web technology and academic understanding of applications and code.
- Knowledge of and/or background in HTML, APIs, Java, XML, and basic networking.
- 1 year Programming knowledge (SQL, Java, JavaScript, Python, jQuery, JSON and/or PHP)
- Comfortable writing complex SQL queries
- Experience (and/or strong interest) in mobile technologies and concepts, such as Android/iOS applications and associated languages (Java, Obj. C, Swift, JS, Kotlin) push notifications, SMS.
- Understanding of how web systems work (physical, logical, hardware, software).
- Proven customer relationship skills.
- Excellent verbal and written communication skills.
- Self-reliance and the ability to work independently
- A team-player approach.
Preferred but not required:
- Coding skills in any language, ideally Java.
- Experience in mobile technologies and concepts, such as Android/iOS applications, push notifications, SMS.
- Experience (and/or interest) in email and online marketing technologies.
- Second or third-line (tier 2 or 3) support experience.
- Experience with environment configuration.
- Infrastructure troubleshooting experience.
- Experience in digital marketing and digital marketing concepts
Rotating shift work is required. Also includes weekend and holiday on-call rotation.