Senior Support Engineer

at  emarsys eMarketing Systems

Emarsys, An SAP Company, is the omnichannel customer engagement platform that empowers marketers to build, launch, and scale personalised cross-channel campaigns that drive business outcomes.
As a cornerstone of the Emarsys service organisation, you will act as the operational point of contact for our clients and join a specialised team as an advanced troubleshooter for technical queries, with a specific focus on API / E-Commerce Plug-ins.
You will make use of your professional communication and creative problem-solving skills to ensure maximum client satisfaction with our products and services, educating and evangelising to both customers and the Emarsys internal teams.

• Act as a point of contact for customers, dealing with incoming/escalated problems and all related matters in connection with the use of our platform and product range
• Use the Emarsys self-service portal to manage work using the built-in options of email, live chat, phone and screen-sharing as means to interact with clients
• Identify and troubleshoot advanced technical issues - specifically related to our broadening API/Plug-in environment - communicating progress of issue resolution to the client in a timely manner
• Deliver technical instructions and solution descriptions in a professional, error-free and simple-to-understand manner
• Sharing knowledge and supporting internal client facing teams to help them enhance and optimize relationships
• Supporting customers and internal teams by empowering them to achieve more with the Emarsys platform