Product Support Engineer (Tier 2)

Our client delivers an all-in-one online marketing solution that integrates email marketing with search, social, and mobile channels, as well as embedded Deliverability and Web analytics.
This unique solution grows with the needs of online marketers and provides actionable insights to help make intelligent decisions and improve results.

Job Description

Customer Satisfaction through the management of cases that are escalated from the first tier team is the primary responsibility of this group.

Job Responsibilities

You will manage escalated cases
Assist with the first tier team,
Document & file incident reports for the Development team,
Document & file feature requests for the Product Management team
Take an active role in prioritizing known issues.
In this role you will be responsible for attending team meetings & training sessions,
This team leads training sessions for other teams,
You will contribute to the knowledge base & , maintaining a strong knowledge of the product suite and other various projects as assigned.

Required Experience

-Strong Knowledge of Internet SaaS applications.
-Strong Knowledge of Networks and Network Protocols
-Database Knowledge in the following: SQL Server and Oracle
-Strong Knowledge of API technology
-Programming Knowledge
-Experience with Web Analytics applications
-Working knowledge of the following applications: SalesForce.com, JIRA, MS Outlook, and other email clients
-Ability to work in a fast paced environment
-Must possess the ability to manage changing priorities and possess multi-tasking skills
-Strong communication skills both verbally and written
-Willingness to work in a team environment

Required Education

BS in computer science or equivalent and at least 2 years in a Tier 2 customer support role.