Customer Support Engineer

Boston, MA, United States

**Customer Support Engineer**

at BlueConic Boston, MA or Remote (US) *Full-time, Boston, MA or Remote (US)*

***Hurry up! Weve got a dream to build!***

BlueConic is a fast-growing Boston-based SaaS startup in search of that unique individual who blends a customer service attitude with a technical problem solving. If you love happy customers as much as you love technology, youre going to be a great Customer Support Engineer. We need you to come help customers use BlueConic to meet and exceed their marketing goals.

The team you will join is changing digital marketing every single day and weve got the data to prove it! In addition to ensuring successful use of our platform, which features a unique data integration and collection engine, Customer Support ensures a seamless and fun experience for our customers.

**About the Job**

You will be joining our Customer Support function as a CS Engineer for BlueConic, sharing front-line support responsibilities, while Customer Success Managers focus on onboarding and customer growth activities. In this role you will act as a senior member of the Customer Support team, supporting CS reps with technical knowledge and helping with escalations.

**In this role you will:**

* Actively listen to customers to understand their issues or concerns, bringing an empathetic approach to solving customer issues

* Provide step-by-step guidance for the resolution of a technical issue

* Gather the information needed to solve a customer problem

* Offer troubleshooting and help with configuring BlueConic

* Educate customers on the features of company products/services to minimize technical challenges

* Follow-up with customers to ensure their issues are completely resolved and use a ticketing system to document and track customer issues

* Stay current on the BlueConic product

* Help identify and manage support related reports and optimize support tool usage

* Produce periodic reports of technical support operations to company management

* Support more junior team members, helping them advance their skills and serving as a point of escalation during the ticketing process

* Properly identify and escalate customer issues to the right stakeholders across the organizing, depending on the scope and severity of an issue

**We are looking for someone with the following:**

* Hands-on experience working with customer data platforms, digital analytics, personalization/tag management, campaign management, and/or web-based technologies.

* At least 5+ years working in a customer-facing role, such as solutions consultant, customer success, or similar ideally with marketers and for a SaaS-based platform.

* Front-end development experience, including HTML, CSS, and JavaScript.

* Experience setting up REST APIs and consuming APIs from others.

* Basic understanding of relational databases or non-relational databases and experience writing basic XML, SQL, JavaScript, Node.js, and/or Python.

**You will stand out from the pack if you:**

* Are relentlessly curious.

* Have a computer science or developer background.

* Understand how web services (APIs) can be used to send and retrieve information.

* Have worked in the martech space for a considerable part of your career.

* Love creating and documenting processes and solutions.

**Reasons to join us:**

* Help build the best marketing technology product ever, period.

* Take advantage of enormous opportunities for career advancement.

* Work with big name brands to achieve their marketing goals.

* Enjoy competitive salary & benefits and a flexible approach to work with the option of working in office, hybrid, or fully remote.

* Thrive in an inclusive, multi-cultural environment with a values-driven work culture that has been deliberately crafted from the beginning.

**About BlueConic:**

BlueConic is the market-leading customer data platform, which gives marketers the power to liberate their data and use it to improve marketing outcomes. Our clients use BlueConic to unify individual-level data and then use that single view across channels. Our SaaS platform is the solution for challenges marketers havent been able to solve for years. Were headquartered in Boston and our development team works from the Netherlands. With more than 300 brands currently using the platform, our work is experienced by millions.

As a group, we are driven by building the dream - the collective passion, ethic, vision, and set of values channeled by a group to achieve a common goal of being extraordinary. Our goal is for BlueConic to be a fun, productive, welcoming, and safe space where BlueCrew members of all races, gender identities, gender expressions, sexual orientations, physical abilities, physical appearances, socioeconomic backgrounds, life experiences, nationalities, ages, religions, and beliefs are empowered to be able to make an outsized impact every day for customers, for partners, for employees.

**To join the BlueCrew is to:**

* Enjoy hard work and seek out a challenge.

* Care deeply about your colleagues, the mission, and your results.

* Draw energy from the task at hand and radiate it to motivate the people around you.

* Have amazing ideas and be able to bring them to fruition.

* Prioritize hustle over title and results over resumes.

* Balance the pragmatic and systematic, repeatability and opportunism.

* Refuse to compromise on quality, honesty, or dedication.

* Insist on the highest caliber deliverables, especially when sharing externally, even when it seems excessive or nit-picky.

Location (City) **Voluntary Demographics** Our goal is for BlueConic to be a fun, productive, welcoming, and safe space where BlueCrew members of all races, gender identities, gender expressions, sexual orientations, physical abilities, physical appearances, socioeconomic backgrounds, life experiences, nationalities, ages, religions, and beliefs are empowered to be able to make an outsized impact every day. We are an equal opportunity employer, committed to inclusive hiring practices.

Below is a set of ***voluntary*** demographic questions. If you choose to fill them out, the responses will be used (in aggregate only) to help us to measure the effectiveness of our efforts and identify areas for improvement in our process. Your responses, or your choice to not answer, *will not* be associated with your specific application and *will not* in any way be used in the hiring decision.

I identify my gender as (mark all that apply): *

Female

Male

Non-binary / third gender (inclusive of bigender, agender, androgynous, gender fluid, gender non-conforming)

Transgender

I prefer to self-describe

I don't wish to answer

I identify my sexual orientation as: *

Asexual

Bisexual, pansexual and/or queer

Gay and/or lesbian

Heterosexual

I prefer to self describe

I don't wish to answer

I identify my ethnicity as (mark all that apply): *

Alaskan Native / American Indian / Indigenous American / Native American

Black / of African descent

East Asian (inclusive of Chinese, Japanese, Korean, Mongolian, Tibetan, and Taiwanese)

Hispanic or Latinx

Middle Eastern

Pacific Islander

South Asian (inclusive of Bangladeshi, Bhutanese, Indian, Nepali, Pakistani, and Sri Lankan)

Southeast Asian (inclusive of Burmese, Cambodian, Filipino, Hmong, Indonesian, Laotian, Malaysian, Mien, Singaporean, Thai, and Vietnamese)

White / Caucasian

I prefer to self-describe

I don't wish to answer

Veteran Status: *

Yes, I am a veteran

No, I am not a veteran

I prefer to self-describe

I don't wish to answer

I have a physical disability: *

Yes

No

I prefer to self-describe

I don't wish to answer

#J-18808-Ljbffr