Technical Support Engineer

Captora is a Top of Funnel (ToFu) platform that helps you target, launch and optimize high-performing campaign portfolios at scale across search, advertising and social channels.

We are looking for junior to senior level Technical Support Engineers. Our ideal candidate is an organized self-starter and team player with an entrepreneurial drive and strong work ethic, motivated to work in and add value to a high growth, results-oriented environment.

• Participate in support activities including incident logging and tracking, troubleshooting, root cause analyses and contribution to the knowledge base.
• Closely interact with customers to identify product issues and technical solutions to help customers optimize their use of the Captora.
• Maintain ownership of cases until resolution, setting customer expectations and driving other teams as needed.
• Work with Engineering team to resolve product issues, escalating as necessary.
• Work with Engineering on new features, contribute customer feedback for consideration in the product roadmap.
• Act as a subject matter expert for the Captora products and demonstrate a solid technical understanding of the entire delivery process and technology stack.
• Interact with internal and external stakeholders, ensuring SLAs are being met, including case resolution, communication and incident management.
• Become a champion of Captora platform! Unravel complex customer mysteries and lead efforts for high customer satisfaction.

About You:

• 1-2++ years of experience in Engineering or in Support, diagnosing and resolving problems in a complex software environment, preferably SaaS.
• Troubleshooting experience, with strong problem solving and analytical ability.
• Excellent organizational skills -- ability to prioritize, manage, multi-task and execute projects cross-functionally
• Superior communications skills (presentation, written, and verbal) and ability to interact effectively with all levels of professional staff. Ability to explain complex concepts simply.
• Ability to work with a rapidly evolving product and leading edge customers.
• Demonstrated familiarity in one or more of the following additional areas a plus: Operating systems (Mac OS, Linux, Windows); Web technology (HTML, JavaScript, PHP); Search engine technologies and database technologies
• Bachelor of Science of Engineering, Computer Science or equivalent experience.

Nice-to-have Skills:

• Domain experience of Marketing Demand Gen activities.
• Understanding of common support metrics, available tools, and typical industry standards for excellent customer satisfaction.
• Experience providing direct support to external customers by phone and/or electronically.
• Demonstrated experience supporting enterprise software solutions is preferred, ideally Marketing Automation, CRM or SFA applications
• Demonstrated incident management skills