Escalation Engineer, Marigold

• The ideal candidate will be passionate about providing excellent customer service with past experience working within a support-based role whether that be within customer service, call centre or technical support
• It is a must that the right candidate is willing to do what it takes to help our customers succeed
• Being technically savvy is a must
• Knowing your way around a computer and having the ability to pick up new systems and 3rd party integrations relatively quickly
• You’re a natural problem-solver with a knack for researching, troubleshooting, and resolving complex technical issues
• Collaboration energizes you — you’re a team player who values open communication, welcomes feedback, and enjoys learning new things quickly and confidently
• You take pride in providing an exceptional customer experience and are a personable, clear, and engaging communicator, able to convey both expertise and warmth over the phone and through email
• 3–4 years of experience in customer support or a similar technical role, with proven ability to manage a varied workload
• Strong understanding of web development fundamentals, including MVC frameworks, APIs, JavaScript, HTML, and CSS
• Solid foundation in database concepts and SQL for troubleshooting and data analysis
• Demonstrated skill in researching, troubleshooting, and resolving complex technical issues efficiently
• Excellent written communication and attention to detail, with the ability to explain technical concepts clearly
• Technically savvy and able to work independently while adapting quickly to new systems and tools

Desirable

• We are looking for somebody who is passionate about providing high-quality support to our customers and willing to grow in this technical role
• You would be joining Vuture’s world-class Support team where we love our customers and enjoy helping them and pride ourselves on consistently receiving 95%+ customer satisfaction
• Serve as the lead point of contact for technical escalations, collaborating closely with Support and Customer Success teams
• Master the Vuture platform to troubleshoot complex issues and consult with clients on optimal integrations and best practices
• Lead technical calls with clients, ensuring security standards are met and providing expert guidance on configurations
• Partner with the Technical Support Engineer to manage and refine escalation processes and improve team documentation
• Identify and recommend product enhancements, driving continuous improvement in both the platform and customer experience
• Expand your technical expertise through ongoing learning, self-study, and hands-on involvement in complex technical challenges