Technical Support Engineer

Captora is a Top of Funnel (ToFu) platform that helps you target, launch and optimize high-performing campaign portfolios at scale across search, advertising and social channels.

We are looking for junior to senior level Technical Support Engineers. Our ideal candidate is an organized self-starter and team player with an entrepreneurial drive and strong work ethic, motivated to work in and add value to a high growth, results-oriented environment.

* Participate in support activities including incident logging and tracking, troubleshooting, root cause analyses and contribution to the knowledge base. * Closely interact with customers to identify product issues and technical solutions to help customers optimize their use of the Captora. * Maintain ownership of cases until resolution, setting customer expectations and driving other teams as needed. * Work with Engineering team to resolve product issues, escalating as necessary. * Work with Engineering on new features, contribute customer feedback for consideration in the product roadmap. * Act as a subject matter expert for the Captora products and demonstrate a solid technical understanding of the entire delivery process and technology stack. * Interact with internal and external stakeholders, ensuring SLAs are being met, including case resolution, communication and incident management. * Become a champion of Captora platform! Unravel complex customer mysteries and lead efforts for high customer satisfaction.

**About You:** * 1-2++ years of experience in Engineering or in Support, diagnosing and resolving problems in a complex software environment, preferably SaaS. * Troubleshooting experience, with strong problem solving and analytical ability. * 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. * Ability to work with a rapidly evolving product and leading edge customers. * Demonstrated familiarity in one or more of the following additional areas a plus: Operating systems (Mac OS, Linux, Windows); Web technology (HTML, JavaScript, PHP); Search engine technologies and database technologies * Bachelor of Science of Engineering, Computer Science or equivalent experience. **Nice-to-have Skills:** * Domain experience of Marketing Demand Gen activities. * Understanding of common support metrics, available tools, and typical industry standards for excellent customer satisfaction. * Experience providing direct support to external customers by phone and/or electronically. * Demonstrated experience supporting enterprise software solutions is preferred, ideally Marketing Automation, CRM or SFA applications * Demonstrated incident management skills