Technical Support Engineer (Paris)

As a Technical Support Engineer, you will have a major role in assisting Selligent Marketing Cloud clients and partners in resolving any issues that they may have in working with the platforms.  These issues may cover a wide range of topics or components within the platforms itself, including email, content, reporting, database queries and more. Providing top tier technical support and client service through these instances will be the key responsibility of the Technical Support Engineer.
You will be a part of a close-knit, but widely distributed team that spans 7 countries in two continents, that is driven, passionate about problem solving, and operates in a fast-paced, high-technology environment.  The role will provide ample opportunity for learning new things, meeting new challenges, and the ability to adapt to different environments and use-cases.

Duties

• Power user of the Selligent Marketing Cloud platform; understand basics of digital marketing programs.
• Monitor ticket system and inbound requests for new or updated activities.
• Decisively engage with the case by reproducing and replicating the issue, troubleshooting and diagnosing potential issues with the platform, and coordinating with internal teams.
• Confidently and proactively communicate with clients and partners, driving towards case resolution.
• Monitor and process system and service alerts to help meet availability requirements.
• Thoroughly document client issues, steps taken throughout the investigation, and resolution steps for all cases.
• Follow team processes and policies, striving to honor contractual service level agreements
• Periodically participate in the shared on-call weekend, evening, and holiday rotation.

Required Skills

• Ideal candidate holds a bachelor’s degree or higher in an applicable field
• Familiarity with any of the following skills are preferred:
  • System: Windows Administration
  • Web Development: HTML, CSS
  • Database: SQL
• Excellent communication skills with a strong client focus are a must.
• Effective at troubleshooting and solving problems, either autonomously or with the help of other teams.
• Openness to developing knowledge in a constantly evolving environment.
• Some previous experience in a tech support, help desk, or client service position is ideal.
• Fluent English language skills, Dutch or French native speaker.