Company Description|Job Description
As the most adopted digital experimentation software platform, Optimizely is enabling the world's largest brands turn their data into best-in-class customer experiences. The platform's ease of use & speed of deployment empowers organizations to create & run experiments that help them make better data-driven decisions, allowing businesses to dramatically drive up the value of their digital products. Headquartered in downtown San Francisco with offices in New York, Austin, Amsterdam, London, Cologne, Munich & Sydney, we have grown from an easy-to-use A/B testing product into a premier test & learn platform.
Our global Support Team provides premier technical support to our customers. As part of the wider Customer Success Team, Technical Support Engineers (TSEs) contribute to the teams' mission of making customers successful by enabling them to realize business value, so they remain customers for life. We set the bar high around giving our customers quick, accurate & differentiated support so they can focus on doing what they do best.
In this role, you will work closely with clients to resolve their problems including debugging complex optimization campaigns, adapting experiments to run on different media types, integrating Optimizely with other analytics platforms & helping customers interpret their results. You will be part of a team that is available to ensure the success of our clients & minimize the impact of any critical issues.
Do you possess technical acumen, love puzzles & problem-solving & genuinely enjoy working with people? Would you like to join a fun team of smart, inspired, collaborative & hard-working people from all sorts of backgrounds? In a company with core values that encourages you to learn new skills, take calculated risks, work smarter as well as better in a team? Then, we are looking for you!
What you will do
Debug customer issues, keeping ownership of cases until resolution while engaging other teams as needed
Delight our customers by answering their questions via phone & email
Partner with the Customer Education team to ensure our customer-facing materials are consistently world class
Contribute to improving our processes, systems & customer interactions by driving innovative projects to help our clients become even more successful with Optimizely
Deliver on quarterly Objectives & Key Results that align with our business goals
Work on personal projects that contribute to overall team business goals
Be on call during off hours for emergency issues one weekend every quarter
What you will learn
You'll be encouraged to advance your technical expertise, particularly around front-end & full stack technologies
Become a certified Optimizely expert & be able to demonstrate the true value of experimentation & digital optimization
How to create & successfully execute projects that are impactful on both the team & company level
Put your skills to use & create amazing experiences for customers
How to work with a world-class team, you will brainstorm, think big, innovate, learn & make data-driven decisions
- You are genuine in your desire to help others & ideally have experience in a customer-facing role
You have gained some experience in front-end web development, web analytics, mobile or full stack development or have earned a 4-year degree in a technical field like computer science, statistics or mathematics
You value a bottom-up culture & are not afraid to share your ideas
You are constantly looking for ways to do things better
You have a thirst for knowledge, often challenging yourself to learn new technologies
You love working on technical side projects to validate what you have learned
You have good time management skills & can balance numerous projects at once
You are fluent in English. French language skills area strong plus
At Optimizely, we offer a wide array of benefits & perks to help our employees strike just the right balance between work time & personal time. We're all about optimizing productivity by maximizing joy.
Catered in-office lunch & wide array of snacks
Competitive vacation policy
Fully paid health insurance, including dental & vision
Quarterly wellness subsidy
Pre IPO stock options
17 weeks fully paid parental leave for new parents
Working with a great team, in an amazing office, having a huge impact!
We embody inclusion, which is reflected in our company values where we embrace diversity & equal opportunities for everyone.