Provide a world class product and service experience for Marchex internal stakeholders using excellent interpersonal, communication, and problem-solving skills.
The Product Support Engineer must bring a strong sense of urgency to managing requests from our internal customers.
They are comfortable making independent decisions to provide customer solutions and exercise sound judgment to resolve issues.
Marchex Product Support Engineers strive for excellence in their work product and maintain a high willingness to learn.
The Product Support Engineer provides support to the business owners of our most strategic clients and prospects.
This position has a unique role in ensuring our Engineering resources are only engaged in support activities when their specific skill set is required.
They are the connection point between customer-facing (Tier 1) and product/engineering teams (Tier 3).

BA/BS degree in related field or equivalent experience.
4+ years in a technical, business support team role.
Proven problem-solving and technical troubleshooting skills.
Excellent verbal and written communication skills.
Excellent customer service and interpersonal skills.
Understanding of SQL, JavaScript, HTML, API concepts
Experience using MS Office Suite including strong Excel required.
Multi-tasking capability and the ability to work in a fast-paced environment.
Works well in high-pressure situations including significant demands on time and resources.
Strong project management skills.
Aptitude for technology and ability to develop expertise with technical products.
Strong work ethic and proven success in working as part of a team and independently.

Product Support Engineer

Key skills