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Associate Technical Support Engineer

Company: Marketo
Location: Denver
Posted on: February 15, 2018

Job Description:

Associate Technical Support Engineer The OpporunityAs a member of Marketo Support, your goal is to provide fast and friendly world-class support through creative, flexible solutions and empower Revenue Performance Management success. The Technical Support Engineer is expected to take on support cases of moderate complexity and able to self-manage priorities. We partner with our employees to provide an exciting work environment that everyone has an opportunity to shape. We value team players who are self-directed and want to influence the next wave in SaaS technology and Service innovation. Key ResponsibilitiesBe a subject matter expert in Marketo technology and apply it to Marketo customers business processesProvide business and technical solutions to help customers optimize use of solutionCommunicate clearly and precisely with customers in written and verbal form, and maintain accurate and timely records in our case tracking systemMaintain ownership of cases until resolution, drive other teams as needed and set customer expectations Perform problem characterization, reproduction, diagnosis, and root cause analysisWork with Services and Engineering personnel to resolve product issues or escalating as necessaryConfigure customer systems to meet requirementsAuthor Knowledge Base Articles / Technical NotesFile enhancement requests and work with product management to translate business needs to product requirements Skills, Experience & Education BS Computer Science or equivalent degree (or equivalent experience)At least 2 years of progressive experience diagnosing and resolving problems in complex software environment.Experience providing direct support to external customers by phone, electronically, and face-to-face.Demonstrated experience supporting enterprise software solutions, ideally Marketing Automation, CRM, PRM, or SFA applicationsExcellent organizational skills -ability to prioritize, manage, multi-task and execute projects cross-functionallySuperior communications skills (presentation, written, and verbal) and ability to interact effectively with all levels of professional staff. Ability to explain complex concepts simply.Excellent problem-solving skills and ability to navigate challenging situations in a professional manner.Demonstrated experience in one or more of the following additional areas a plus: Database technology (SQL); Web technology (HTML, JavaScript, CSS, XML, PHP)Familiarity with SaaS solutions a plusMarketo is an equal opportunity employer. Associated topics: assistant, customer support, desk, excel, help desk, msword, system support, technical support, technical support specialist, troubleshoot

Keywords: Marketo, Denver, Associate Technical Support Engineer, IT / Software / Systems, Denver, Colorado

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