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Sailthru // personalized marketing communications tech
Engineering, Full Time    Nashville    Posted: Saturday, August 22, 2020
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The Role

Sailthrus Client Support Engineer provides top-tier B2B support to facilitate our clients use of the Sailthru product stack. Support Engineers are a driving force behind developing processes & initiatives to improve Sailthrus services. The Support Engineer role requires excellent communication skills, working knowledge of web & mobile technology & a keen investigative mind.

What Youll Do

  • Provide timely & professional product support via email & phone.
  • Troubleshoot all aspects of the Sailthru email, mobile & web platforms.
  • Maintain high-quality support documentation for both internal & external use.
  • Contribute to the development of best practices, team processes & peer training.

About You

The ideal candidate for the Client Support Engineer role will have excellent communication skills, understand the core principles of client service, & be highly organized. They will have a demonstrated proficiency with web and/or mobile technology & the potential to become an expert in multiple key areas of the product stack. Strong technology fundamentals are required, relevant experience in the digital marketing or email space is a plus. Specifically they must have:

  • 3+ years of technical client-facing or support experience
  • Prior experience with digital marketing, email solutions, mobile app technology desirable
  • Experience with one or more of: HTML/CSS, Javascript, PHP, Web APIs, NoSQL Database Queries, Linux Command Line, mobile app development/troubleshooting, push notifications, HTML5, Objective-C, Swift, Java, Ruby.
  • Experience with network request inspection on mobile & web (e.g. Charles HTTP proxy)
  • Strong written & verbal communication skills
  • Team player mentality
  • Positive attitude, high energy & an eagerness to learn
  • Command of autonomy, self-empowerment, ownership, prioritization, & urgency
  • Excellent organizational skills & great attention to detail
  • Sensitivity & flexibility in adapting communication & work styles to varying client backgrounds (i.e. corporate hierarchies to start-up environments).
  • Skills & patience in presenting above technical concepts to individuals without strong technical backgrounds.
  • Ability to perform under pressure & meet deadlines
  • A passion for leveraging technology to create successful customer experiences
  • Desire to work in a fast-paced, high-growth, fun technology company
  • Ability to thrive in a regional office geographically separated from other parts of the organization
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