Technical Account Manager-Level 2 (Remote)

ZipRecruiter; Jersey City (NJ); Remote; USD 80,000 - 100,000; Full time

Job summary

A leading company in retail marketing solutions is seeking a talented Production Platform Engineer to provide technical support for their Quotient solutions platforms. This role involves resolving customer queries, collaborating with engineering teams, and enhancing support services. Ideal candidates will have a bachelor's degree and experience in code development or technical support, with strong communication skills and knowledge of web technologies.

Qualifications

• 3-4 years of experience in code development or technical support.
• Excellent written and oral communication skills.

Responsibilities

• Serve as the main escalation point for Level 2 Support for technical issues.
• Collaborate with Engineering and Support teams to address escalated issues.

Skills

Communication

Problem Solving

Education

Bachelor's degree

Tools

Java

Python

JavaScript

HTML

MySQL

SQL Server

Oracle

Cassandra

Nagios

Splunk

Extra Hop

System Center

Job description

Job Description

Salary:

Headquartered in Jersey City, NJ, Neptune Retail Solutions is the nation's premier retail marketing services company. We specialize in influencing buying behaviors through disruptive, innovative, and results-oriented solutions, including in-store, home-delivered, and digital media tactics. Our advertising and promotional programs are supported by rich data and insights. The country's largest consumer packaged goods manufacturers rely on NRS for unparalleled consumer reach and engagement.

NRS's digital portfolio is making a significant impact on the industry. Our digital products include Checkout 51, Freedom Platform, digital media tools/services (digital display, premium mobile, social, email, DOOH, and digital in-store). We continue to enhance these tactics while expanding our product offerings, partnerships, and capabilities. We provide unique, data-led strategies for our clients to reach their most valuable shoppers, with products evolving to include best-in-class methods for delivering engaging content at the most impactful times and relevant locations.

To support our ongoing growth, we are expanding our world-class product development and operations support center in the USA. We seek passionate individuals with a love for innovation and creative use of technologies in building consumer applications within the retail domain. We are hiring talented and driven Production Platform Engineers. In this role, you will help customers resolve technical questions related to the Quotient solutions platforms, integration, and setup.

Responsibilities:

1. Serve as the main escalation point for Level 2 Support for technical issues.
2. Provide prompt, high-quality service and leadership aligned with customer goals.
3. Own and resolve issues, develop strong client relationships, and help improve support services.
4. Collaborate with Engineering and Support teams to address escalated issues.
5. Understand platform architecture technically and functionally.
6. Analyze logs to isolate problems.
7. Query databases and analyze data for troubleshooting.
8. Collect logs and data for ongoing defect investigations.
9. Interact directly with partners and clients to resolve issues promptly.
10. Work with teams to identify/report defects, find fixes, and validate enhancements.
11. Notify management of potential escalations and escalate when necessary.
12. Mentor and train Tier 1 support members.

Qualifications:

• Bachelor's degree (or equivalent) with 3-4 years of experience in code development or technical support.
• Excellent written and oral communication skills, including documentation.
• Experience with core web technologies: Java, ASP.Net, or Python.
• Ability to trace and debug web applications.
• Understanding of relational databases (MySQL, SQL Server, Oracle), including querying and analysis.
• Comfort with Windows and Linux server operating systems.
• Experience with JavaScript and HTML.
• Knowledge of Java, Spring framework, and REST APIs.
• Ability to analyze and tune OS and web performance.
• Working knowledge of Cassandra.
• Experience with enterprise monitoring systems like Nagios, Splunk, Extra Hop, or System Center is highly desired.
• Knowledge of scripting languages such as Python, Perl, Ruby, Bash, Java, C++, or PowerShell for task automation.

Neptune Retail Solutions is an Equal Opportunity Employer.

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Remote work opportunities available.