Enterprise Support Engineer, Marigold

• Proven success in managing client relationships with enterprise clients aimed at resolving client issues and handling all aspects of client engagement as part of a greater account team
• Ability to plan and manage details, at the operational level, in a fast-paced, high growth environment
• Self starter with Enterprise level customer-facing interface skills along with excellent written and verbal communication
• Tech Savvy: You utilize the latest tools to make your work as efficient as possible. You have a natural curiosity for the tech industry, and want to be part of a high energy and passionate team
• Quick: Energetic is your baseline and you’re a fast learner. You love to figure out puzzles and take pride in your work
• Owner: You take control of escalated customer issues from front line support staff and see problems through to resolution
• Team Player: You strive for greatness, and know that teamwork is the way to get there. You’re a natural leader, and see yourself growing as our team expands
• An active command of the English language is required
• Min 3+ yrs of technical support, professional services, customer success management, account management or any combination ideally in a SaaS space
• Advanced knowledge in email marketing or digital marketing software
• ​Intermediate knowledge of databases including SQL

Desirable

• Enterprise Support Engineers (ESE’s) are responsible for answering more challenging client questions and performing advanced troubleshooting of platform issue escalations.
• This is a named client-facing position that requires daily collaboration with our clients through inbound calls, emails and messages from our customer portal. ESE team members determine the nature of a client’s request, prioritize cases appropriately, and work diligently to resolve cases efficiently while exceeding client expectations
• Troubleshoot platform issues submitted by Designated Contacts for all production-related incidents and issues including the detection of system, application, or performance degradation or unavailability
• Partner with internal teams to troubleshoot complex client issues while monitoring and driving timely resolution of high-impact cases
• Work with product management to channel client feedback and solutions into future releases of the Customer Engagement suite
• Escalate critical customer situations to the appropriate level of management
• Conduct in-depth work on platform incidents including verifying and triggering incident processes, attending calls to help troubleshoot, providing customer impact information, and testing to confirm issue resolution post hotfix
• Perform post-release testing to ensure uninterrupted platform utilization & identify/mitigate risks of newly deployed functionality on existing campaigns
• Monitor pre-identified mission-critical campaigns
• Create and update internal and customer-facing documentation that forms a knowledge base of the customer's solution
• Develop a comprehensive understanding of customer needs to effectively address and resolve urgent issues, demonstrating empathy, professionalism, and a dedication to understanding and meeting customer needs