Technical Services Manager, 2nd Tier

at  emarsys eMarketing Systems

YOUR PROFILE:

• A strong technical background with SaaS products and a significant focus on the latest web technologies.
• Advanced knowledge and hands-on experience with HTML & CSS/DNS/SMTP/API/communication protocols and databases.
• Good exposure to web programming languages (PHP or JavaScript preferable)
• Exposure to SQL based languages
• Very good communication skills over the phone and email
• Enjoy working in a team, outstanding motivation and strong commitment
• Friendly, personable and approachable, with the ability to multi-task and take ownership of issues

• Support and assist both our clients and internal teams in solving more complex technical issues by sharing your knowledge.
• Provide 2nd-level support to our clients and assist them in debugging and implementing standard and custom solutions.
• Identify and troubleshoot technical issues and escalate to 3rd line support when required.
• Deliver technical instructions and complicated solution descriptions in a professional and simple-to-understand manner.
• Work closely with other teams to ensure the successful delivery and integration of our standard and custom solutions according to the clients’ needs and defined objectives.
• Communicate progress of issue resolution to the client and first line support in a timely manner.
• Escalate to line managers when an issue may impact the revenue and/or the relationship with the client.
• Hold internal training and knowledge sharing sessions on case resolutions with other team members.
• Work closely with product owners and managers to provide input on possible product improvements and assist in implementing and testing new features.