Technical Support Engineer Marketo Inc.

As a member of Marketo Support, your goal is to provide fast and friendly world-class support through creative, flexible solutions and empower Revenue Performance Management success. The Technical Support Engineer is expected to take on support cases of moderate complexity and be able to manage your own priorities.

We partner with our employees to provide an exciting work environment that everyone has an opportunity to shape. We value team players who are self-directed and want to influence the next wave in SaaS technology and Service innovation.

Key Responsibilities:

Be a subject matter expert in Marketo technology and apply it to Marketo customers business processes
Provide business and technical solutions to help customers optimize use of solution
Communicate clearly and precisely with customers in written and verbal form, and maintain accurate and timely records in our case tracking system
Maintain ownership of cases until resolution, drive other teams as needed and set customer expectations
Perform problem characterization, reproduction, diagnosis, and root cause analysis
Work with Services and Engineering personnel to resolve product issues or escalating as necessary
Configure customer systems to meet requirements
Author Knowledge Base Articles / Technical Notes
File enhancement requests and work with product management to translate business needs to product requirements
Meet individual case management, SLA, and C-Sat goals

Required Experience & Skills:

BS Computer Science or equivalent degree
At least 2 years of progressive experience diagnosing and resolving problems in complex software environment.
Experience providing direct support to external customers by phone, electronically, and face-to-face.
Demonstrated experience supporting enterprise software solutions, ideally Marketing Automation, CRM, PRM, or SFA applications
Excellent organizational skills -ability to prioritize, manage, multi-task and execute projects cross-functionally
Superior communications skills (presentation, written, and verbal) and ability to interact effectively with all levels of professional staff. Ability to explain complex concepts simply.
Excellent problem-solving skills and ability to navigate challenging situations in a professional manner.
Demonstrated experience in one or more of the following additional areas a plus: Database technology (SQL); Web technology (HTML, JavaScript, CSS, XML, PHP)
Familiarity with SaaS solutions a plus.

Location:	901 Mariners Island Blvd. Suite 200 San Mateo, CA 94404 United States