Cheetah Digital is looking for a Tier 2 Global Support Engineer, to join our Global Support team. We are a global enterprise cross-channel marketing solutions provider, launched as an independent marketing technology company in June 2017. Our mission is to help the best brands in the to  world create meaningful and profitable relationships with their customers.

The Global Support Analyst will be responsible for providing enterprise-wide troubleshooting of application issues. The Global Support Analyst will also coordinate internal resources for applying fixes to recurring incidents and issues, and to initiate processes for ongoing application performance and management. This position will be the first part of this growing team to support 24x7x365 mailing services. This team will be a shift based team with possible on-call rotation.

The Analyst will provide customer focused service providing the second line of support for internal & direct customers and work on tickets. This team will manage requests and facilitate resolution to service requests and incidents across the operational teams. The team is responsible for managing ticket queues of incoming service requests  and ensuring tickets are handled within established SLAs. This team must actively monitor and test systems to ensure availability and delivery of mailing services. Issues identified will be resolved by the Application Support team or escalated when appropriate.

 

What You’ll Do

  • Provide guidance on best practices in utilizing the Cheetah Digital platform
  • Answer “how do I…” inquiries
  • Troubleshoot platform issues submitted by Authorized Contacts for all production related incidents and issues including the detection of system, application, or performance degradation or unavailability
  • Perform release testing to ensure uninterrupted platform utilization & identify/mitigate risks of newly deployed functionality on existing campaigns
  • Provide timely  updates to customer and internal stakeholders on cases
  • To ensure that cases of concern are identified and escalated appropriately
  • Participate in annual on-site optimization reviews as required
  • Ensure effective communication to internal & external stakeholders
  • Identify process improvements - with country lead  to identify and highlight potential revenue generating services opportunities and inform the Client Success Team  

 

What We’re Looking For

A list of job experience and qualification requirements is great, but what is most important to us is attitude, aptitude and a team-oriented approach. Everyone at Cheetah Digital shares a commitment to excellence and a desire to work in a comfortable, friendly atmosphere. Our Global Support team is no different, and we only hire people who have a passion for providing legendary client service, in a team environment, where a sense of humor is a must!  But to be successful in this role, we are also looking for someone with:

    • 3-5 years experience in a client service/support capacity, ideally interfacing with enterprise customers in the SaaS space
    • Business acumen, time management, logic & problem solving
    • Ability to plan and manage details, at the operational level, in a fast-paced, high growth environment
    • Analytical thinker with technical acumen and passion for executing plans into working solutions
    • Proven success in managing customer relationships with enterprise customers aimed at resolving customer issues and handling all aspects of customer engagement as part of a greater account team
    • Ability to communicate technical, and support issues with client and Cheetah Digital personnel
    • Obsessive attention to detail and “get it done” attitude
    • Additional skills necessary required for success:
      • Linux/Unix production environments, networking and security concepts Advanced OR SQL below
      • Sybase, Oracle and/or MS SQL experience - Advanced
      • High level language (C/C++, Java, Perl, Ruby, Python)
      • Database concepts (SQL) and general web technologies (HTML, XML, API)
      • .NET or a similar programming or scripting language

 

 

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