
Digital Experience Engineer
22 hours ago
We're Optimizely, a company on a mission to unlock digital potential. Our innovative operating system for marketers offers flexibility and choice, empowering teams to build their stack their way.
With over 10,000 businesses relying on us, including H&M, PayPal, Zoom, and Toyota, we've earned recognitions as a leader from industry analysts like Gartner, Forrester, and IDC.
We believe work is about more than numbers – it's about people. Our dynamic culture evolves with every employee's actions and stories, fostering collaboration and continuous improvement.
Your Role- You'll join our Technical Support Services (TSS) team, providing technical assistance to partners and customers on Optimizely products and applications.
- This includes answering questions, troubleshooting problems, diagnosing defects, or offering coding approaches.
- Respond to assigned service tickets, working through to successful resolution while meeting or exceeding service level and customer satisfaction objectives.
- Develop foundational knowledge of all Optimizely products and become an expert in one or more areas.
- Learn fundamental operations of commonly used software, hardware, and equipment.
- Follow standard departmental procedures, including accurately logging and updating service tickets using the defined tracking software.
- Investigate unresolved tickets, reproducing issues and collaborating with internal experts.
- Prioritize and manage individual service ticket queues effectively.
- Contribute to the team's meeting or exceeding service KPIs.
- Participate in handover and triage meetings.
- Complete assigned training and adhere to compliance requirements.
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