The Opporunity

As a member of Marketo Support, your goal is to provide fast and friendly world-class support through creative, flexible solutions and empower Revenue Performance Management success. The Technical Support Engineer is expected to take on support cases of moderate complexity and able to self-manage priorities.

We partner with our employees to provide an exciting work environment that everyone has an opportunity to shape. We value team players who are self-directed and want to influence the next wave in SaaS technology and Service innovation.

Key Responsibilities

• Be a subject matter expert in Marketo technology and apply it to Marketo customers' business processes
• Provide business and technical solutions to help customers optimize use of solution
• Communicate clearly and precisely with customers in written and verbal form, and maintain accurate and timely records in our case tracking system
• Maintain ownership of cases until resolution, drive other teams as needed and set customer expectations
• Perform problem characterization, reproduction, diagnosis, and root cause analysis
• Work with Services and Engineering personnel to resolve product issues or escalating as necessary
• Configure customer systems to meet requirements
• Author Knowledge Base Articles / Technical Notes
• File enhancement requests and work with product management to translate business needs to product requirements

Skills, Experience & Education

• BS Computer Science or equivalent degree (or equivalent experience)
• At least 2 years of progressive experience diagnosing and resolving problems in complex software environment.
• Experience providing direct support to external customers by phone, electronically, and face-to-face.
• Demonstrated experience supporting enterprise software solutions, ideally Marketing Automation, CRM, PRM, or SFA applications
• Excellent organizational skills -ability to prioritize, manage, multi-task and execute projects cross-functionally
• Superior communications skills (presentation, written, and verbal) and ability to interact effectively with all levels of professional staff. Ability to explain complex concepts simply.
• Excellent problem-solving skills and ability to navigate challenging situations in a professional manner.
• Demonstrated experience in one or more of the following additional areas a plus: Database technology (SQL); Web technology (HTML, JavaScript, CSS, XML, PHP)
• Familiarity with SaaS solutions a plus

Marketo is an equal opportunity employer.