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Customer Support Engineer

 

We are looking for a Customer Support Engineer to join our growing team. This is a unique opportunity to be a go-to, escalated technical support resource, become a product expert for a marketing analytics software, and interact with our unique & successful customer-base.

Responsibilities

  • Be an escalated technical support resource for our Customer Support & Customer Success teams
  • Manage complex, customer-facing support inquiries via email & scheduled phone support
  • Debug & troubleshoot software issues, such as attribution tracking issues
  • Lead a weekly meeting with Development to triage, expedite, and close customer sensitive issues
  • Lead & contribute to the growth of our Help Center by completing & delegating written & video support documentation
  • When required, become the ongoing point-of-contact from Support for select High MRR customer accounts until the customer’s issues are resolved
  • Work in tandem with our Director of Customer Support and Team Lead to QA customer support tickets
  • Help our Customer Success Managers build customer-specific zaps in Zapier
  • Respond to inquiries in the Wicked Facebook User Group and Adleaks Facebook User Group
  • Provide internal technical support to our Customer Success & Support teams via Slack and Zoom
  • Provide external support to our Certified Partners via our Partners Slack workspace
  • Provide product & process direction based on recurring customer support issues

Skills & Qualifications

  • Ability to manage multiple complex customer issues at once
  • Exceptional written & verbal communication skills
  • Exceptional problem solving & analytical skills
  • Exceptional customer care practices
  • Prior experience with HTML & API support issues (either self-troubleshooting or working directly with the Development team)
  • Primary Core Value: working as part of a team for the greater good of clients and our company
  • 2-5+ years Technical Customer Support experience

Perks & Benefits

  • 100% Remote work environment
  • Salary
  • 401k
  • Paid vacation
  • Health insurance
  • Equity grants after trial period

To apply, click here.

 

Sound like you? Apply Today.