Associate Technical Support Engineer
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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.
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