Enterprise Support Engineer

The Company:
Marigold helps brands foster customer relationships through the science and art of connection. Marigold Relationship Marketing is a suite of world-class martech solutions that help marketers create long term customer love and loyalty. Marigold provides the most comprehensive set of use cases for marketers at any level. Headquartered in Nashville, Tennessee, Marigold has offices globally across the United States, Europe, Australia, New Zealand, South America and Central America, as well as in Japan.
 

The Role:
 

Enterprise Support Engineers (ESE’s) are responsible for answering more challenging client questions and performing advanced troubleshooting of platform issue escalations. This is a named client-facing position that requires daily collaboration with our clients through inbound calls, emails and messages from our customer portal. ESE  team members determine the nature of a client’s request, prioritize cases appropriately, and work diligently to resolve cases efficiently while exceeding client expectations.

What You’ll Do: 

• Troubleshoot platform issues submitted by Designated Contacts for all production-related incidents and issues including the detection of system, application, or performance degradation or unavailability

• Partner with internal teams to troubleshoot complex client issues while monitoring and driving timely resolution of high-impact cases

• Work with product management to channel client feedback and solutions into future releases of the Customer Engagement suite.

• Escalate critical customer situations to the appropriate level of management.

• Conduct in-depth work on platform incidents including verifying and triggering incident processes, attending calls to help troubleshoot, providing customer impact information, and testing to confirm issue resolution post hotfix.

• Perform post-release testing to ensure uninterrupted platform utilization & identify/mitigate risks of newly deployed functionality on existing campaigns

• Monitor pre-identified mission-critical campaigns.

• Create and update internal and customer-facing documentation that forms a knowledge base of the customer's solution.

• Develop a comprehensive understanding of customer needs to effectively address and resolve urgent issues, demonstrating empathy, professionalism, and a dedication to understanding and meeting customer needs.

About You: 

• Proven success in managing client relationships with enterprise clients aimed at resolving client issues and handling all aspects of client engagement as part of a greater account team

• Ability to plan and manage details, at the operational level, in a fast-paced, high growth environment

• Self starter with Enterprise level customer-facing interface skills along with excellent written and verbal communication

• Tech Savvy: You utilize the latest tools to make your work as efficient as possible. You have a natural curiosity for the tech industry, and want to be part of a high energy and passionate team

• Quick: Energetic is your baseline and you’re a fast learner. You love to figure out puzzles and take pride in your work

• Owner: You take control of escalated customer issues from front line support staff and see problems through to resolution

• Team Player: You strive for greatness, and know that teamwork is the way to get there. You’re a natural leader, and see yourself growing as our team expands

Ideal Qualifications: 

• An active command of the English language is required

• Min 3+ yrs of technical support, professional services, customer success management, account management or any combination ideally in a SaaS space.

• Advanced knowledge in email marketing or digital marketing software.

• ​Intermediate knowledge of databases including SQL

Nice to Have:

• Basic experience with support tools such as Splunk, New Relic, Kibana, SalesForce, Sentry One, Grafana, and AWS Cloud Watch or similar.

• Familiarity with API and Identity authentication methods such as OAuth

• SQL and web technologies (HTML, XML, API)

What We Offer: 

• The table-stakes benefits you’d expect including: medical/dental/vision, life and disabilities insurance.

• Generous time off (we call it Open Time Away) as well as paid holidays and a birthday benefit day off.

• 401k plan with a company match on your contributions.

• Employee-centric and supportive remote work environment with flexibility.

• Support for life events including paid parental leave.