Applications Support Engineer

Optimizely is focused on unlocking digital potential and we are the recognized category leader in Digital Experience Platform (DXP) and created the category for A/B Testing and experimentation software. We have incredible customers – isn’t that one of the most important aspects of looking for your next job? Optimizely has over 9,000 brands from global organizations such as Visa, Sky, Yamaha, Wall Street Journal to tech innovators like Atlassian, DocuSign, FitBit and Zillow.

Not only are we financially sound and growing but we have unicorn status: Exceeded $300M in revenue in 2020, is profitable already, and has all strategic options ahead of itself. Optimizely continues to invest and addresses a market opportunity north of $30 billion, providing significant personal career growth opportunities.

We are an inclusive culture with a global team of 1200+ people across the US, Europe, Australia, and Vietnam. We blend European and American business culture with emphasis on teamwork, inclusion, and moving fast. People make the difference!

If you are looking to work on the next generation of digital technologies in a fast-paced, hyper-growth environment, apply! We’re just getting started...

The Application Support Engineer is a knowledgeable .Net, C#, and MVC programmer who is responsible for helping Optimizely´s partners and customers diagnose and resolve development questions and inquiries. If you are service minded, come from a development background, are self-motivated, and like to collaborate with your colleagues to find the best solution that solves the customer’s problem, then Optimizely is the place for you to excel in your career.

As an application Support Engineer you will:

• Respond to partners' and customers’ support inquiries via email and phone.
• Follow departmental procedures for response time, ticket creation, follow-ups, transfers and resolution.
• Effectively manage a personal ticket queue of new and ongoing tickets
• Deliver outstanding customer service to Optimizely´s partners and customers
• Provide suggestions and recommendations on improvements and inefficiencies in code provided through tickets
• Follow-up and investigate all unresolved tickets. This includes reproducing issues and collaborating with internal experts to solve the issue in a timely fashion.
• Build strong and effective working relationships with other departments.
• Add valuable and pertinent information to Optimizely´s knowledge base.
• Ensure current SLA's are fulfilled
• Liaise with internal and external stakeholders keeping the communication flow up to date
• Attend team meetings, collaboration sessions, internal and external trainings and participate in an on-call rotation.
• Enforce and continually improve support center processes with the goal of high customer satisfaction
• Show the ability to think critically and outside the box to find solutions to complex issues.
• Serve as a point person in support related situations internally and externally
• Establish expertise in all technology areas of the Optimizely products
• ITIL foundation training and certification preferred

About you:

• 3+ years experience with .NET, MVC, and C#
• Demonstrate expertise in other web technologies including MSSQL, WCF, WebForms, jQuery, CSS(3), HTML(5), and Javascript, Dojo Toolkit
• Proficient in diagnosing code-related issues.
• Must possess a sense of urgency and passion for customer service.
• Strong written and verbal communications skills; ability to communicate with audiences of all levels, including developers, marketing users, and IT professionals
• Fast learner with superb troubleshooting and analytical skills to solve the complicated systems, web browser, and application issues. This also includes taking the initiative to learn new technologies outside of the work environment.
• Ability to work independently with minimal supervision while focused on delivering results set forth by management.

About us:

• Monthly office lunch gatherings to celebrate work anniversaries, acknowledgment awards, and to cheer the wins
• From R&D to Sales Engineering to Finance, we have a variety of departments with opportunities to learn and grow your career
• Memorable holiday parties
• Connected to all employees around the globe
• Consistently demonstrate our security values by being ISO 27001 certified and GDPR compliant

Optimizely is committed to a diverse and inclusive workplace. Optimizely is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.