SaaS Technical Support Engineer

constantcontact; United States; A distancia; USD 28.000 - 35.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health benefits

Paid leave

Descripción de la vacante

Constant Contact is seeking a Technical Support Specialist to assist a global customer base with the Lead Gen & CRM platform. You will troubleshoot via phone, email, and chat, log issues in Jira, and collaborate with engineering to resolve requests.

The role emphasizes problem solving, clear communication, and a customer-first mindset. We value experience with SaaS support, familiarity with Salesforce and marketing automation tools, and knowledge of HTML/API.

Formación

• 2 years of relevant experience required.
• Experience using Salesforce, Zapier, or other marketing automation tools is a plus.
• Knowledge of email deliverability concepts is a plus.
• Previous experience using HTML and API is a plus.
• If you are bilingual, that is a plus!

Responsabilidades

• Provide technical software support for a global customer base.
• Provide timely and high-quality technical support to clients worldwide via email, chat, phone, or other channels.
• Respond to cases in our support ticketing system in a timely manner and manage a backlog of pending cases.
• Formulate alternative or unique solutions to help customers achieve their goals.
• Collaborate with engineering team through creation of Jira tickets and direct communication to resolve customer issues and feature requests.
• Track progress and work with other departments towards timely resolutions.
• Document and communicate operational issues, system defects, workarounds, hot fixes and product enhancements in ticket systems.
• Contribute to internal knowledge base for current and new team members.
• Ensure support cases are properly classified for use in the app success initiative.
• Days off and schedules may vary based on the needs of the business.
• Other duties as assigned.

Conocimientos

Technical support

Communication skills

Problem solving

Self-motivation

Bilingual

Herramientas

Salesforce

Zapier

HTML

API

Descripción del empleo

Constant Contact is seeking a Technical Support Specialist to assist a global customer base with the Lead Gen & CRM platform. You will troubleshoot via phone, email, and chat, log issues in Jira, and collaborate with engineering to resolve requests.

The role emphasizes problem solving, clear communication, and a customer-first mindset. We value experience with SaaS support, familiarity with Salesforce and marketing automation tools, and knowledge of HTML/API.