Marketo provides the leading engagement marketing software and solutions designed to help marketers develop long-term relationships with their customers – from acquisition to advocacy. Marketo is built for marketers, by marketers and is setting the innovation agenda for marketing technology.

The Opportunity

As a member of the Marketo Customer Support team, you will act as a Senior Technical Support Engineer. You will become a trusted technical advisor and you will ensure that customers get the most out of their investment in their Marketo Subscription. You will manage the delivery of expert technical support for customers and the resolution of their issues. You will also analyze customer's business requirements and map them to the Marketo platform, providing expert knowledge and technical best practices on how to configure, maintain and manage their implementation..

Responsibilities

• Manage your Elite Support account to ensure case management, SLA and C-SAT goals are met
• Ensure prompt and complete resolution of technical challenges and business issues, drive other teams as required and set customer expectations
• Establish strong relationships with Product Management, Education, Engineering, Operations, and Professional Services to drive end –to-end success
• Proactively identify and implement solutions and enhancements to ensure your customers' long term success
• Collaborate internally to ensure the product roadmap meets customers' priorities
• Share best practices with team members to enhance the quality and efficiency of customer support and contribute to the knowledge base

• Serve as a Subject Matter Expert (SME), in specific functional and technical areas of the Marketo technology
• Communicate clearly and precisely with customers in written and verbal form, and maintain accurate and timely records in our case tracking system
• Developer support, debug and validate customer code
• Drive the achievement of renewal for Elite Support customers' subscriptions

Required Skills/Experience

• 1+ years Marketo product experience preferred
• 3+ years of progressive experience diagnosing and resolving problems in complex software environment
• Self-starter who can manage their own tasks, motivated to learn new technologies quickly
• Excellent problem-solving skills and ability to navigate challenging situations in a professional manner.
• Ability to multi-task and perform effectively under pressure
• Excellent organizational skills - ability to prioritize, manage, multi-task and execute projects cross-functionally
• Superior communications skills (presentation, written, and verbal) and demonstrated ability to communicate/present effectively at all levels of the organization, including executive level
• Demonstrated experience in one or more of the following additional areas: Database technology (SQL); Web technology (HTML, JavaScript, CSS, XML, PHP), Networking Technologies (TCP/IP, DNS) , Hadoop and Big Data technologies.
• Prior development experience is a plus.

Marketo is an Equal Opportunity Employer