Senior Support Engineer (m/f/d)

TN Germany; Berlin; Hybrid; EUR 40.000 - 70.000; Vollzeit

Zusammenfassung

Ein innovatives Unternehmen sucht einen engagierten technischen Supportmitarbeiter, der als zentraler Ansprechpartner für Kunden fungiert. In dieser Rolle werden Sie technische Probleme im Zusammenhang mit APIs und E-Commerce-Plug-ins lösen und dabei Ihre Kommunikations- und Problemlösungsfähigkeiten einsetzen. Sie werden in einem dynamischen und unterstützenden Umfeld arbeiten, das persönliches und berufliches Wachstum fördert. Wenn Sie leidenschaftlich daran interessiert sind, Kunden zu helfen und sich ständig weiterzuentwickeln, ist dies die perfekte Gelegenheit für Sie.

Leistungen

Fitnessraum

Kostenlose Getränke

Mittagszuschuss

Mitarbeiterrabatte

Gesundheitsangebote

Events im Büro

Qualifikationen

• Erfahrung im Helpdesk/Support mit der Fähigkeit, technische Probleme zu lösen.
• Kenntnisse in API, HTML/HTML5 und grundlegenden SQL-Abfragen.

Aufgaben

• Kundenanfragen bearbeiten und technische Probleme lösen.
• Technische Anweisungen klar und verständlich kommunizieren.

Kenntnisse

Technische Unterstützung

API-Kenntnisse

HTML/HTML5

SQL

Problemlösungsfähigkeiten

Kommunikationsfähigkeiten

Tools

Befehlszeilenwerkzeuge

E-Commerce-Plattformen

Jobbeschreibung

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Emarsys, An SAP Company, is the omnichannel customer engagement platform that empowers marketers to build, launch, and scale personalised cross-channel campaigns that drive business outcomes.

As a cornerstone of the Emarsys service organisation, you will act as the operational point of contact for our clients and join a specialised team as an advanced troubleshooter for technical queries, with a specific focus on API / E-Commerce Plug-ins.

You will make use of your professional communication and creative problem-solving skills to ensure maximum client satisfaction with our products and services, educating and evangelising to both customers and the Emarsys internal teams.

RESPONSIBILITIES & DUTIES

1. Act as a point of contact for customers, dealing with incoming/escalated problems and all related matters in connection with the use of our platform and product range.
2. Use the Emarsys self-service portal to manage work using the built-in options of email, live chat, phone and screen-sharing as means to interact with clients.
3. Identify and troubleshoot advanced technical issues - specifically related to our broadening API/Plug-in environment - communicating progress of issue resolution to the client in a timely manner.
4. Deliver technical instructions and solution descriptions in a professional, error-free and simple-to-understand manner.
5. Share knowledge and support internal client-facing teams to help them enhance and optimize relationships.
6. Support customers and internal teams by empowering them to achieve more with the Emarsys platform.

YOUR PROFILE

What you need:

1. Previous helpdesk/support experience with proven ability to de-escalate and troubleshoot advanced technical issues.
2. Ability to deliver technical instructions to non-technical audiences.
3. API familiarity (or any knowledge of an event driven platform), along with HTML/HTML5 and basic SQL experience, both writing and understanding queries.
4. Highly motivated to learn and keep up-to-date constantly with new technologies.
5. Sound technical knowledge and experience in web technologies.
6. Experience working with command line tools.
7. Technical understanding of programming languages.

Nice to have:

1. Coding/Programming experience, either commercial or through personal project work.
2. Knowledge and handling of store CMS systems such as Adobe Commerce/ Shopify or similar.
3. Experience with online and/or email marketing.
4. Deliverability or email sending operations knowledge.
5. Advanced knowledge of web protocols and standards (DNS/SMTP/SFTP/CORS, etc).

WHAT WE OFFER

1. A fast-growing company with an international presence, innovative outlook and strong market position, combining the best aspects of a "start-up" mentality with the security (and resources) of an established multinational organisation.
2. The opportunity to work on a customised, complex and successful product with a focus on innovation.
3. A learning environment that prioritises personal and professional development, allowing you to both learn from some of the best in the industry and shape your own career.
4. An inspiring and positive environment where you will work with talented, open-minded and passionate people.
5. A commitment to hybrid and trust-based work.
6. A modern office with great features as workplace and space to socialize and connect with colleagues (our office includes a fitness room, free drinks, table tennis and table football, roof terrace and much more).
7. Transportation and Lunch allowance.
8. A competitive salary and additional performance-related rewards.
9. Comprehensive benefits: gympass, employee assistance program, health care offerings, lunch allowance, special leave and more.
10. Events in and outside the office (massages, company breakfasts, after-work get-togethers and more).

At Emarsys, we are committed to building diverse teams with a rich variety of perspectives and experiences. If your job profile closely aligns with our essential requirements and business need, we encourage you to apply. We are dedicated to assessing your competencies, learning agility and passion and not your age, disability, familial status, sexual orientation, gender, race, ethnicity, religion or nationality.