Vacancies

Technical Support Engineer, Reading

Technical Support Engineer

Salary: £38,000 p.a.

Location:  Reading

Hours: 8am to 5pm and then 9am to 5pm on alternating weeks

Technical Support Engineer required for this successful, international SaaS marketing automation software leader, established since 2008. They are looking for a tech support professional who can solve problems creatively, who believes in “working hard and playing hard” and wants to be a part of one of the world’s fastest-growing marketing automation companies.

Responsibilities

  • Take ownership with delivering and exceeding customer service level agreement commitments and customer expectations.
  • Assist customers with technical questions relating to the software and peripheral software (including but not limited to internet browsers, Salesforce.com, Website hosting software, API’s, etc.).
  • Assist our Customer Success Team with technical implementations/Questions related to the software service.
  • Utilize independent and creative problem-solving skills to assist in technical troubleshooting and analysis for customer reported issues.
  • Manage and maintain incoming and escalated support tickets and phone calls from customers from receipt through resolution. 
  • Contribute to the company’s Communities, knowledge base articles and Public Forum.
  • Exercise discretion deciding when and whether to position additional services and other product services, for a fee, to existing customers.
  • Become a solution expert, including the product’s technical workings and practical business application.

Experience Required

  • 1-3+ years of experience in a technical support role.
  • Ability to write and troubleshoot HTML, JavaScript, and CSS a plus.
  • Functional knowledge of SQL and major internet browsers (and their configuration).
  • Functional knowledge of desktop OS systems (Windows and Mac).
  • Basic network (latency, etc.) troubleshooting experience.
  • Previous experience with API’s and XML a plus.
  • Additional preferred experience with Salesforce.com, Sugar CRM, Microsoft Dynamics, Marketing Automation, website hosting, email delivery and SEO.
  • Previous SaaS support experience is a plus.
  • Detail oriented with excellent writing and communication skills.
  • Excellent telephone manner and ability to maintain professionalism.
  • Ability to work non-standard business hours under minimal supervision
  • College degree or equivalent work experience.

Salary: £38,000 p.a.

Location: Reading

Apply Now