Associate Customer Support Engineer

Summary

Join BlueConic, a rapidly expanding SaaS company, as an Associate Customer Support Engineer! Based remotely in the Netherlands, UK, or Ireland, you will provide first-line support to customers, troubleshooting issues and ensuring successful use of the BlueConic platform. You will collaborate with Customer Success Managers, utilize the ticketing system, and stay updated on product releases. This role requires at least 2 years of experience in a similar technical support role and strong communication and organizational skills. BlueConic offers opportunities for career advancement, a remote-first team environment, and a values-driven culture.

Requirements

• At least 2+ years working in a similar technical support role
• Outstanding written and verbal communication skills
• Exceptional organizational skills, with the ability to prioritize multiple tasks/projects and adapt to changing needs, while maintaining meticulous attention to detail
• Strong eagerness to learn, ask questions, and contribute to the growth of a dynamic team

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
• Display intentional and cultivated engagement in meetings by asking questions and providing insight

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
• Prior frontend development experience (including HTML, CSS, and JavaScript), with the ability to identify and resolve connection and coding errors
• Understand how APIs can be used to send and retrieve information
• Have worked in the martech space and/or with enterprise software
• Have a wide variety of technical experience across multiple disciplines
• Have worked in a company with operations around the world

Benefits

• Help build & support the best martech product ever, period
• Take advantage of great opportunities for career advancement
• Empower big name brands to achieve their marketing goals
• Be a part of a growing, remote-first team with employees based in the Netherlands, the United States, the United Kingdom, Canada, and beyond
• Thrive in a multi-cultural environment with a values-driven work culture that has been thoughtfully crafted to enable growth and foster inclusion from the very beginning