Serve as the primary point of contact for customers seeking technical assistance via various channels including email, video conferencing, and live chat.
Diagnose and resolve technical issues related to our marketing analytics technology platform, including software configuration, data integrations, and API usage.
Collaborate with customers to understand their technical requirements and provide tailored solutions to meet their needs.
Escalate unresolved issues to the appropriate internal teams such as engineering or product development, and effectively manage customer expectations and communications related to the troubleshooting effort and resolution.
Document, with a high degree of accuracy all customer interactions, issues, and resolutions in our Support ticketing system.
Assist in the development and maintenance of technical support documentation, including knowledge base articles, troubleshooting guides, and FAQs.
Stay up-to-date on product enhancements, new features, and industry best practices to provide timely support and guidance to customers.
Participate in regular training sessions to enhance technical knowledge of cross functional team mates

Requirements

2-3 years experience delivering effective technical support within a Martech or SaaS company.
Bachelor's degree in a technical discipline, or an equivalent combination of work experience and relevant third party certifications
Basic web programming and SQL knowledge.
Familiarity with web technologies, APIs, data integrations, and data warehousing
Experience with CRM systems and support ticketing platforms (e.g., Salesforce, Zendesk)
Have effective problem-solving skills to identify and implement solutions. Including self-driven research, collaboration with other departments, and testing
Be highly motivated and able to prioritise effectively within a largely asynchronous and remote work environment.
Have clear and flexible communication skills with both internal and external parties
Have a mindset of continuous personal growth and development.

Benefits

Fully paid medical/dental/vision benefits (for employee & dependents)
Generous PTO
401k with matching
Options
Tech package
Home office and wifi stipend

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

technical supportweb programmingSQLAPIsdata integrationsdata warehousingproblem-solvingtroubleshootingdocumentationcustomer interaction

Soft Skills

effective communicationcollaborationself-driven researchprioritizationmotivationflexibilitycontinuous personal growthcustomer expectation managementadaptabilityteamwork

Certifications

Bachelor's degree in a technical disciplinerelevant third party certifications