Senior Support Engineer

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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

• 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
• 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
• 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
• Deliver technical instructions and solution descriptions in a professional, error-free and simple-to-understand manner
• Sharing knowledge and supporting internal client facing teams to help them enhance and optimize relationships
• Supporting customers and internal teams by empowering them to achieve more with the Emarsys platform

YOUR PROFILE

What you need:

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

Nice to have:

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

WHAT WE OFFER

• A growing company with an international presence, innovative outlook and a strong market position, blending the best parts of a ‘start up’ mentality with the security (and resources) of an established multi-national
• The opportunity to contribute to a bespoke, complex and successful product, focused on innovation
• A learning environment, heavy on personal and professional development that allows you to both learn from some of the best in the industry and own your own career
• An inspiring and team-oriented culture, working alongside talented, friendly and passionate people where success is supported and celebrated as a collective
• A commitment to remote/hybrid and trust based working, with access to 2 floors in The Scalpel building for a dedicated space to work, socialise, hold meetings and enjoy amazing views
• Competitive salary plus additional performance related rewards
• 25 days' annual leave and an extra day off for your birthday
• 2 Community Impact days per annum
• Enhanced maternity leave and paternity policies
• Comprehensive benefits: pension scheme, private health care and cash plan options, subsidised gym membership, life cover and many more.
• Exclusive membership to Perkbox - an innovative discount platform for local and national businesses including offers on cinema tickets, travel, gifts, dinner, coffee 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.