Senior Support Engineer

vor 2 Wochen

Berlin, Berlin, Deutschland emarsys Vollzeit
Job Title: Senior Support Engineer

Emarsys, a leading omnichannel customer engagement platform, is seeking a highly skilled Senior Support Engineer to join our team. As a cornerstone of our service organization, you will act as the operational point of contact for our clients and join a specialized team as an advanced troubleshooter for technical queries, with a specific focus on API / E-Commerce Plug-ins.

Responsibilities:
  • Act as a point of contact for customers, dealing with incoming/escalated problems and all related matters in connection with the use of our platform and product range.
  • Use the Emarsys self-service portal to manage work using the built-in options of email, live chat, phone and screen-sharing as means to interact with clients.
  • Identify and troubleshoot advanced technical issues - specifically related to our broadening API/Plug-in environment - communicating progress of issue resolution to the client in a timely manner.
  • Deliver technical instructions and solution descriptions in a professional, error-free and simple-to-understand manner.
  • Sharing knowledge and supporting internal client facing teams to help them enhance and optimize relationships.
  • Supporting customers and internal teams by empowering them to achieve more with the Emarsys platform.
Requirements:
  • Previous helpdesk/support experience with proven ability to de-escalate and troubleshoot advanced technical issues.
  • Ability to deliver technical instructions to non-technical audiences.
  • API familiarity (or any knowledge of an event driven platform), along with HTML/HTML5 and basic SQL experience, both writing and understanding queries.
  • Highly motivated to learn and keep up-to-date constantly with new technologies.
  • Sound technical knowledge and experience in web technologies.
  • Experience working with command line tools.
  • Technical understanding of programming languages.
What We Offer:
  • A fast-growing company with an international presence, innovative outlook and strong market position, combining the best aspects of a "start-up" mentality with the security (and resources) of an established multinational organization.
  • The opportunity to work on a customized, complex and successful product with a focus on innovation.
  • A learning environment that prioritizes personal and professional development, allowing you to both learn from some of the best in the industry and shape your own career.
  • An inspiring and positive environment where you will work with talented, open-minded and passionate people.
  • A commitment to hybrid and trust-based work.
  • A modern office with great features as workplace and space to socialize and connect with colleagues (our office includes a fitness room, free drinks, table tennis and table football, roof terrace and much more).
  • Transportation and Lunch allowance.
  • A competitive salary and additional performance-related rewards.
  • Comprehensive benefits: gympass, employee assistance program, health care offerings, lunch allowance, special leave and more.
  • Events in and outside the office (massages, company breakfasts, after-work get-togethers and more).

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