Urgent! Technical Support Engineer Job Opening In Heredia – Now Hiring Campaign Monitor
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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:
Global Support is committed to excellence for our customers by providing legendary service on every support case.
Technical Support Engineers (TSE’s) are responsible for answering more challenging client questions and performing advanced troubleshooting of platform issues escalations.
This position requires daily collaboration with Technical Support Specialist team members and client contact through inbound calls, emails and messages from our customer portal.
TSE team members determine the nature of a client’s request, prioritize the case appropriately and work diligently to resolve the case efficiently while exceeding client expectations.
As a senior member of the team, TSE’s are key in mentoring the team and leading by example, significantly contributing to the continuous improvement of service delivery and securing Marigold's competitive advantage in the market.
What You’ll Do:
Troubleshoot complex client issues with internal teams, ensuring timely resolution and mentoring team members on follow-up skills
Handle platform incidents by verifying processes, triggering incident responses, troubleshooting, assessing customer impact, and confirming resolutions
Monitor and test potential impacts of platform releases, conducting UAT testing as needed
Attend implementation and migration hand-off calls
Champion best practices for high-level service and support across multiple channels
Prioritize and resolve complex support cases in the ticketing system while guiding junior team members
Understanding customers needs to resolve urgent issues with professionalism and empathy
Maintain expert product knowledge through continuous learning.
Provide clear and timely status updates and issue escalations
Collaborate with Senior Technical Support Engineers on complex cases
Communicate technical information effectively to both technical and non-technical stakeholders
Foster team collaboration through open communication and knowledge sharing
Support team training on product functionality and processes
Required Qualifications:
3+ years of related support/service experience, ideally in the SaaS space or equivalent education
Bachelor’s degree in computer science or equivalent degree
Active command of the English language required
Intermediate knowledge of web technologies/tools (HTML, XML, Web Services, API, relational data, etc.), Linux/Unix production environments, networking and security concepts, databases including SQL, Splunk, high level computer languages (C/C++, Java, Perl, Ruby, Python, AWS)
Proven experience in customer service and managing complex support scenarios
Basic knowledge of platform observability, performance and other diagnostic tools
On-call availability: 1-2 weekend shifts per month
What We Offer:
Competitive salary and benefits including: medical/dental/vision, life insurance
Unlimited PTO (we call it Open Time Away), leave without pay, bereavement leave, marriage, paid parental and birthday leave
Meal and transportation subsidy
English program
Employees’ Association
Supportive work environment with flexible work hours and hybrid / work from home options
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Great news! Campaign Monitor is currently hiring and seeking a Technical Support Engineer to join their team. Feel free to download the job details.
Wait no longer! Are you also interested in exploring similar jobs? Search now: Technical Support Engineer Jobs Heredia.
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