The Role

We’re seeking an ambitious Select Support Engineer (SSE) to join Sailthru’s dynamic team in our NYC office! This is an amazing, multi-faceted opportunity where you’ll be autonomous in delivering high-level technical support to our growing customer base. Our successful candidate enjoys solving complex & technical problems, is an innately investigative thinker, and strives to provide a high standard of customer satisfaction. If you have a passion for SaaS technology and continued learning, this position is for you!

What You’ll Do

  • Triage, respond to and de-escalate inbound client support requests (tickets) in a timely manner while maintaining a high standard of professionalism and client satisfaction
  • Troubleshoot all aspects of Sailthru’s digital marketing platform
  • Investigate complex customer issues, diagnose product bugs, and resolve requests
  • Liaise between clients and Sailthru’s Support, Product, and Engineering teams for extremely technical issues and escalations
  • Maintain detailed support documentation for both internal and external use to strategically identify understand customer trends
  • Contribute to the development of best practices, team processes, and peer training
  • Become a partner to your customers’ teams, getting to know the teams, individuals, personalities, and their business objectives, strategies and goals
  • Provide the customer and Saithru with an enhanced level of continuity within the account relationship
  • Be a leader by example within the team

Who You Are

You’re a strong communicator who understands the core principles of client services/success and takes the initiative with confidence. Additionally, you’re excited to work in a fast-paced, high-growth, and exciting technology company!

  • Highly motivated self-starter with the ability to work well individually and as part of a team
  • Impeccable written and verbal communication, time management and organizational skills
  • Ability to think on your feet during challenging situations, adaptable to change, and thrive in a fast-paced environment
  • Passionate about leveraging technology to create successful customer experiences

Required Experience

  • BA/BS from an accredited university
  • 5+ years’ in a client facing role; ideally in a technical support or customer success function
  • Experience managing a support ticket queue in JIRA, Zendesk, or similar system
  • Understanding and proficiency with one or more of the following:
    • HTML/CSS, JavaScript
    • PHP, Java 
    • Web APIs (mobile app development a huge bonus!)
    • Experience with network request inspection on mobile and web

Desired experience

  • Mar-tech or Ad tech background
  • Mobile marketing knowledge an advantage

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