Serve as a technical frontrunner and expert, staying ahead of emerging AI and automation capabilities to proactively support the future of our Marketing Cloud platform.
Own the end-to-end technical support experience for enterprise clients, ensuring seamless and successful resolution.
Oversee and coordinate the rapid resolution of critical technical and business-impacting issues, ensuring prompt and complete problem-solving.
Effectively research, document, and prioritize customer-reported issues, expertly utilizing internal tools and engaging escalation teams while managing time efficiently in a dynamic environment.
Collaborate closely with Product Engineering teams to identify product gaps, champion the 'Voice of the Customer,' and drive product refinements that elevate the overall customer experience.
Proactively exceed customer expectations and enhance the overall support experience, resulting in consistently high customer satisfaction scores.
Continuously develop and maintain deep technical expertise within assigned areas of product functionality to effectively guide and assist customers.
Offer expert feature explanations and provide guidance on Marketing Cloud best practices and standard methodologies.
Act as a subject matter expert and provide peer mentorship and support through the team's Swarming framework.
Create and maintain high-quality knowledge base materials focused on increasing operational efficiency and empowering the broader support community.

2+ years work experience in Technical Support/Consultant equivalent technical position.
Excellent written and verbal communication skills.
Experience with Database concepts and SQL.
Understanding of internet technologies: firewalls, web servers, etc.
Experience in Software Product Engineering, Software Programming (e.g., Apex, JavaScript, Java, C, C++), Sales Cloud, Service Cloud, Marketing Cloud or any of the Salesforce Platform product offerings.
Proficient in HTML, CSS, and JavaScript with a background in web development best practices.
Experience working with and solving problems in a variety of internet browsers, i.e. Chrome, Safari, etc.
Demonstrated skill in Customer Support or Customer Service in a customer-facing role.
Ability to effectively prioritize and advance customer issues, as required.
Ability to multi-task and perform effectively under pressure.

Technical Support Engineer

Key skills