Senior Technical Support Engineer Responsys
THIS JOB HAS EXPIRED Overview:
Responsys was built with the mission to change the way that the world does marketing in the digital age. We?re a cloud software company that?s helping companies take advantage of technologies like email, mobile, social, display, and the web to drive up revenues and build lasting relationships with consumers.
After a successful IPO in 2011, we?ve got our eye on becoming the first billion-dollar cloud marketing company. Our customers think we?re changing the game. The analysts agree. And our employees love the journey we?re on. We need rock stars who want to make the dream a reality.
The Technical Support Engineer provides comprehensive telephone/e-mail technical and application support in a fast-paced 24x7 SaaS environment. The candidate must be able to work directly with customers in high-pressure situations; have strong analytic, organizational, time management, and communication skills; thrive in a team environment; and possess the willingness to do whatever it takes to achieve the highest level of customer satisfaction. The candidate will interact with cross-functional teams including Production Support and Engineering.
Analyze, track and resolve customer issues in a prompt manner to ensure that the highest level of client satisfaction is achieved.
Identify alternate solutions when necessary and communicate them to customers.
Leverage your knowledge of the product to achieve subject matter expert status.
Responsible for creating knowledge base articles for both internal and customer facing solutions.
Set up and document troubleshooting procedures for new product features.
Manage escalated cases and track to resolution
This position also requires participation in the on-call rotation.
Bachelor's degree in information technology, computer science or a related field.
3-5 years customer support experience for software applications.
2+ years with multi-tiered application support experience.
Strong written and verbal communication skills with experience communicating at all levels of client organizations.
Working knowledge of relational database management systems with the ability to understand SQL statements.
Basic working knowledge of Linux/Unix is a plus.
Experience in a SaaS environment is a plus.
Ability to function and thrive in a team environment with an appreciation of aggressive goals.
||900 Cherry Avenue |
San Bruno, CA 94066
THIS JOB HAS EXPIRED