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
