Senior Support Engineer

We are looking for the next possible start date a Senior Support Engineer (m/f/d). As the cornerstone of the Emarsys service organization, you will act as the operational first point of contact for our clients on a day-to-day basis. You will make use of your professional communication and creative problem solving skills to ensure maximum client satisfaction with our products and services.

The role is perfect for someone with deep knowledge of our application who is looking to gain extra technical skills and put their analytical skills to work solving complex problems for our clients.

Working primarily within our cutting-edge self-service support portal, you will efficiently utilize all available tools and resources in addition to liaising with cross-functional internal teams in order to provide our clients with the most effective sServe as daily first point of contact for our clients on all operational matters concerning the use of our application.

RESPONSIBILITES & DUTIES

• Serve as a point of contact for clients, dealing with incoming issues and appropriate escalations for all matters concerning the use of our platform and range of products


• Use the Emarsys self-service portal to manage work using the built-in options of email, live chat, phone and screen-sharing as means to interact with clients


• Identify and troubleshoot technical issues, communicating progress of issue resolution to the client in a timely manner


• Deliver technical instructions and solution descriptions in a professional, error-free and simple-to-understand manner


• Sharing knowledge and supporting internal client facing teams to help them enhance and optimize relationships


• Take ownership of relationships with clients and work to support the business during the transition to SAP


• Give all customers the best customer service possible by empowering them to achieve more with the Emarsys platform
  
  Previous helpdesk/support experience with proven ability to de-escalate and troubleshoot technical issues


• Sound technical knowledge and experience in web technologies


• Knowledge of HTML/HTML5 and CSS/CSS3 with well-grounded JavaScript skills


• Basic SQL experience, both writing and understanding queries.


• Experience working with command line tools.


• Technical knowledge of programming languages


• Commercial knowledge of analysing and querying relational databases


• API familiarity or any knowledge of an event driven platform


• Ability to deliver technical instructions to non-technical audiences


• Highly motivated to learn and keep up-to-date constantly with new technologies


Nice to have

• Experience with online and/or email marketing


• Deliverability or email sending operations knowledge


• Additional tech skills such as CSS, JavaScript


• Advanced knowledge of web protocols and standards (DNS/SMTP/SFTP/CORS, etc)


• Experience with a programming language (PHP preferred)


• Spanish speakers would also be great!
  
  Emarsys, An SAP Company, is the omnichannel customer engagement platform, which empowers marketers to build, launch, and scale personalized cross-channel campaigns that drive business outcomes. By rapidly aligning desired business results with proven omnichannel customer engagement strategies - crowdsourced from leading brands across your industry - our platform enables you to accelerate time to value, deliver superior 1:1 experiences and produce measurable results fast


(Adapting to our environment for office based, hybrid or remote working, we've hired and successfully onboarded a multitude of people across every division and region, developing ways of working to make sure new joiners feel part of our team. That being said, please let us know if you have any specific requirements as part of the recruitment process that will help us better accommodate you and improve your experience)


• A growing company with an international presence, innovative outlook and a strong market position, blending the best parts of a 'start up' mentality with the security (and resources) of an established multi-national


• The opportunity to contribute to a bespoke, complex and successful product, focused on innovation


• A learning environment, heavy on personal and professional development that allows you to both learn from some of the best in the industry and own your own career


• An inspiring and team-oriented culture, working alongside talented, friendly and passionate people where success is supported and celebrated as a collective


• A commitment to remote/hybrid and trust based working, with access to 2 floors in The Scalpel building for a dedicated space to work, socialise, hold meetings and enjoy amazing views


• Competitive salary plus additional performance related rewards


• 25 days' annual leave and an extra day off for your birthday


• 2 Community Impact days per annum


• Enhanced maternity leave and paternity policies


• Comprehensive benefits: pension scheme, private health care and cash plan options, subsidised gym membership, life cover and many more.


• Exclusive membership to Perkbox - an innovative discount platform for local and national businesses including offers on cinema tickets, travel, gifts, dinner, coffee and more


At Emarsys, we are committed to building diverse teams with a rich variety of perspectives and experiences. If your job profile closely aligns with our essential requirements and business need, we encourage you to apply. We are dedicated to assessing your competencies, learning agility and passion and not your age, disability, familial status, sexual orientation, gender, race, ethnicity, religion or nationality.