Associate Customer Support Engineer

Summary

The job is for an Associate Customer Support Engineer at BlueConic, a fast-growing SaaS startup. The role involves providing first-tier support to customers, gaining expertise in the BlueConic platform, collaborating with Customer Success Managers, and staying current on product releases and features.

Requirements

At least 2+ years working in a similar technical support role

Responsibilities

• Gain expertise in the BlueConic platform by analyzing, troubleshooting, and addressing problems submitted by customers through BlueConic’s ticketing system
• Collaborate with Customer Success Managers to gain the insight and context needed to resolve customer issues
• Provide first-tier support by owning the intake, processing, resolution, and escalation of tickets
• Utilize BlueConic's ticketing system to record a complete record of troubleshooting using internal notes and detailed instructions to the customer
• Stay current on all product releases and features to educate customers and overcome technical challenges
• Assist with the research, planning, and implementation of processes, workflows, and tools as defined by Support leadership

Preferred Qualifications

• Experience working with customer data platforms, digital analytics, personalization, content management systems (CMSs), tag managers, data management platforms (DMPs), and/or web-based data and marketing technologies preferred
• Prior frontend development experience (including HTML, CSS, and JavaScript), with the ability to identify and resolve connection and coding errors

Benefits

• Help build the best marketing technology product ever, period
• Take advantage of great opportunities for career advancement
• Work with big name brands to achieve their marketing goals
• Gain exposure to a variety of web technologies, platforms, and strategies
• Be a part of a fast-growing, international team with offices in the Netherlands and employees across the US and EU
• Thrive in an inclusive, multi-cultural environment with a values-driven work culture that has been deliberately crafted from the beginning