Customer Support Engineer, ActionIQ
$65-80k
+ Equity
Enterprise CX Hub
Job no longer available
Enterprise CX Hub
101-200 employees
Job no longer available
$65-80k
+ Equity
101-200 employees
Company mission
To unlock the power of data and transform customer engagement to create authentic human connections.
Role
Who you are
- 1-3 years experience in customer support engineering
- Enthusiasm for working with customers through various channels to help drive customer satisfaction
- Strong problem solving and analytical skills
- Clear communication and great collaboration skills
- Understanding of computer science fundamentals (e.g., algorithms, data structures, design patterns, networking, operating systems)
- Knowledge of the Software Development Life Cycle
- Exposure to APIs (REST, SOAP)
- Proficiency in at least one of the following: SQL, python or similar programming languages, command line operations in a Linux environment
- Understanding of Monitoring & Alerting tools (Datadog, Pagerduty, Alert Manager, etc)
What the job involves
- As a Customer Support Engineer (CSE), you will ensure ActionIQ Customers are happy and successful by providing a best-in-class support experience. You will be a part of a Level 2 Customer Support Engineering team, responsible for resolving escalated customer inquiries and incidents for ActionIQ’s SaaS platform
- Drive high customer satisfaction by understanding, troubleshooting and resolving customer requests and incidents
- Monitor, triage and resolve technical incidents and escalations that arise in AIQ’s omnichannel support queue, meeting required SLAs
- Use existing troubleshooting guides (TSGs) and standard operating procedures (SOPs) to establish root cause for queries and provide a customer-facing root cause assessment
- Provide how-to’s, best practices, and consultative suggestions to support customers in enabling value-add use cases
- Participate in on call rotation, ensuring 24/7 coverage for escalated incidents
- Balance multiple tasks with varying priorities and urgencies
- Monitor and ensure the health of ActionIQ’s SaaS platform
- Collaborate with Product, Engineering, Customer Success, Professional Services, and Level 1 Support to ensure quick resolution to customer challenges
- Develop an understanding of the ActionIQ CXHub, including how the CXHub drives value for customers, and how it fits in the customer CX/martech stacks
Our take
When businesses buy and sell third-party data, they face a range of regulations and restrictions that limit its usability. However, first-party data collected by companies for their own use presents a less restrictive approach to data collection and use.
ActionIQ helps companies directly collect, analyze, and utilize customer data in order to provide personalized marketing solutions. The company focuses on providing its services for mail, in-app, site, and paid media platforms, without using restrictive third-party data.
The startup has secured substantial funding and boasts a number of high-profile clients such as The New York Times, Shopify, and Pandora. It is continuing to research and develop its enterprise capabilities and customer advocacy and has been focused on obtaining strategic partnerships to push its growth goals.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Mar 2021
$68m
SERIES C
Jan 2020
$32m
SERIES C
Total funding: $145m
Company benefits
- 401(k) Plan: It's never too early to start saving. We provide a 401(k) plan to employees because we believe it should be easy for everyone to save and invest in their future.
- Hybrid Workplace: We operate in a hybrid model for our NYC based employees (in office: M, W, Th and remote: Tu, Fr) along with two remote seasons during the year where our employees can work from anywhere.
- Charitable Match: Employee donations of up to $500 per fiscal year will be matched.
- Person Focused Benefits: We offer benefits catered to the whole person, including top of the line healthcare coverage and additional wellness programs.
- Professional Development: We care about your professional interests and natural talents. You'll have the opportunity to explore, enhance and expand your skillset through conferences, workshops, experiential learning, cross-team collaboration and more.
- Generous PTO: We have a flexible PTO policy and encourage employees to take PTO to maintain work-life balance.
- Parental Leave: If you're a parent-to-be, congratulations! We've got you covered. We offer many options for taking paid time off to spend with the newest member of your family.
Company HQ
Flatiron District, New York, NY
Leadership
Tasso Argyros
(Co-Founder & CEO)Tasso founded Aster Data, which was acquired for 325M. Tasso's passion for empowering business users led him to start ActionIQ.
Nitay Joffe
(Co-Founder & CTO)After Nitay engineered Facebook's data infrastructure, they co-founded ActionIQ to explore his passion for databases, distributed systems, and big data.
Share this job