Service Desk Engineer, Amplience
$20.00 - $26.44 / hour+Bonus
The AI Content Company
Job no longer available
The AI Content Company
101-200 employees
Job no longer available
$20.00 - $26.44 / hour+Bonus
101-200 employees
Company mission
We uniquely help merchants and developers generate persuasive content for every shopping experience in context that increases customer conversion, spend and loyalty at the competitive speed of business.
Role
Who you are
- ITIL4 qualification (or equivalent) and can demonstrate an understanding of Incident Management
- 2+ years’ experience working in a Service Desk environment
- ITSM tooling (FreshService or similar)
- Experience writing technical Knowledge Articles
- We are looking for someone who is a self-starter, is passionate about solving problems and can take ownership of issues
- You will use a variety of technologies, so we are looking for someone with an interest in technology and wants to learn and develop
- Positive, proactive, and solution-focused
- Global mindset and willingness to work across international time zones
- Must be able to work any shift
- Must be able to be part of the on-call rotation
- Ability to travel less than 10% of the time regionally and nationally for work related events
Desirable
- Understanding of modern website types and commerce solutions
- Experience of Github, Bitbucket, REST API (postman, insomnia)
What the job involves
- We provide our customer with technical support 24/7/365. Reporting to the Service Desk Team Leader, you will be responsible for providing technical support to users of our products and services. Within this role, you will also be responsible for the provisioning of these services
- Provide technical support to customers, partners, prospects and internal users of our products and services
- Impact analysis of tickets including categorization
- Apply Incident Management & Resolution practices (Including Major and Serious Incident Processes)
- Escalate issues to appropriate teams
- Work towards agreed SLA’s to ensure resolution is provided to customers
- Apply world-class Customer Service with all interactions
- Contribute to weekly team meetings and feedback sessions
- Collaborate with other teams
Our take
The success of modern marketing campaigns relies on high-quality digital content, and managing large quantities of content curation can be tough. This problem is particularly significant when facing the challenges of creating consistent omnichannel marketing experiences, which when done manually can take time away from managers who could be otherwise optimising campaigns.
Amplience provides a commerce marketing and content management platform, including the delivery APIs and integrations necessary to facilitate consistent and organised omnichannel marketing experiences. The platform leverages search optimisation to make digital assets simple to locate and collaborate with, in addition to providing a Dynamic Content environment for the modelling and creation of marketing experiences.
Whilst there is no denying that marketing content management is a saturated market, Amplience stands out through its flexible and modular approach, whilst still following the principle of low-code solutions. It has also been the recipient of impressive funding, to date raising $249 million in total. Amplience's 2025 round is being used to enhance its platform and grow its market share in a competitive space.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-1% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Mar 2022
$100m
SERIES D
Oct 2019
$10m
EARLY VC
Total funding: $176.2m
Company benefits
- Your Birthday Off!
- Company-wide Recharge Days
- Flexi Friday
- Sick Leave
- Compassionate Leave
- Volunteer Leave
- Employee Referral Program
- Flexible Work Environment
- Awesome Amplience swag when you start
- Jury Duty Leave
- Medical/Dental & Vision Insurance (Individual plan 100% covered)
- 401(k) with Company Match
- Generous Personal Time Off (PTO)
- 9 Company Paid Holidays
- 2 Floating Holidays
- Paid Parental Leave
- Company Paid Basic Life/AD&D Insurance
- Voluntary Life/STD/LTD/AD&D Insurance
- Voluntary Critical Illness and Accident Insurance
- Free Access to Health Advocacy Program
- Employee Assistance Program (EAP)
- Employee Discount Program (Perks at Work)
- Tax-Advantaged Accounts (HSA, FSA, DCFSA)
- Fully Remote
- Mobile Phone Reimbursement
Company HQ
Covent Garden, London, UK
Leadership
John Williams
(Co-CEO & CTO)Member of the technology council for the MACH Alliance. Former CTO and Head of Technology at LBi.
Anthony Lye
(Consultant of the Board of Directors)Also the CEO of Quid. Previously CEO of Amplience, Operating Advisor of Bessemer Venture Partners, Advisory Boardmember at MACH Alliance and worked as the Global Head, Apollo and Product led Growth Business Unit at Palantir Technologies.
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