Associate Technical Support Engineer

| Greater Denver Area

Who are we?

At Marketo, we are creating the world's leading engagement platform that empowers marketers to deliver the authentic experiences customers desire at scale. Our team is fueled with a passion for innovation, growth, and a relentless commitment to making the Marketer successful. We hire dynamic, passionate, and innovative individuals who thrive in fast paced environments.

The Opportunity

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.

This role sits in our Denver office and reports to the Senior Manager, Customer Support.

What will you do?

  • 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

Is this you?

  • 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

Why Team Purple?

  • Marketo creates a culture that is customer obsessed, radically transparent, and boldly accountable
  • We've been ranked consistently as a top place to work with local business journals, Inc., Great Places to Work, and others
  • We offer competitive pay and great benefits including health, dental, vision, and 401k
  • Other perks include discounted gym membership and commuter benefits, tuition reimbursement, fully stocked kitchens, time off for community service, and more
  • Our growing Denver office is in the heart of downtown featuring a spectacular view of the city and mountains and is centrally located for easy commuting

Marketo is an equal opportunity employer.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • ScalaLanguages
    • HTML5Languages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • HBaseDatabases
    • MySQLDatabases
    • HadoopDatabases
    • IllustratorDesign
    • InVisionDesign
    • SketchDesign
    • JIRAManagement
    • SmartsheetManagement
    • DrupalCMS
    • WordpressCMS
    • SalesforceCRM
    • MarketoCRM
    • MarketoLead Gen

Location

Our new office is in the Denver City Center near shops, restaurants, and bars, conveniently only steps from several light rail stops.

What are Marketo Perks + Benefits

Marketo Benefits Overview

Health and Wellness
In addition to offering a comprehensive benefits package, supporting healthy and active lifestyles is really important to us. We offer onsite group exercise and gym facilities, reimbursement for your personal gym membership, involvement in team sports leagues, and we stock our kitchens with healthy snacks.

Time for Yourself
We realize that there’s more to your life than your work, and we want to support your success and happiness in all areas. Because of this, we offer generous time off for all new parents and for employees that need to aid family members. And, those that stay within the Marketo family can take advantage of our sabbatical program.

Learning and Development
We want to see you excel in your career, and we provide tools to help you continue to grow. We offer leadership and management training, tuition reimbursement, career development and coaching, and employee affinity groups so you can connect with like-minded peers.

Giving Back
We believe that it’s our duty to make a positive impact on our communities. Marketo Give Back is a program that enables our employees to get involved with, and give back to, the organizations that matter to them. We offer unique volunteer opportunities, paid time off to volunteer, and match employee donations.

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Sabbatical
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Game Room
Stocked Kitchen
Some Meals Provided
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement

Additional Perks + Benefits

Other perks include:
-Free EcoPass or monthly parking subsidy

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