Digital Experience Specialist

5 hours ago


Stockholm, Stockholm, Sweden Optimizely Full time

At Optimizely, our mission is to empower individuals and organizations to unlock their digital potential. We achieve this by revolutionizing how marketing and product teams collaborate to create and optimize digital experiences across all channels.

We take pride in helping over 10,000 businesses, including renowned brands like H&M, PayPal, Zoom, and Toyota, enhance customer lifetime value, increase revenue, and grow their brands. Our innovation and excellence have earned us recognition as a leader by industry analysts such as Gartner, Forrester, and IDC, solidifying our position as a pioneer in MarTech.

Our culture at Optimizely is built on the idea that work is about more than just numbers - it's about people. Our dynamic and evolving culture is shaped by every employee, their actions, and their stories. With over 1500 Optimizers spread across 12 global locations, our diverse team embodies the 'One Optimizely' spirit, emphasizing collaboration, continuous improvement, and fostering an environment where every voice is heard and valued.

About the Role

The Associate Application Support Engineer is part of our Technical Support Services (TSS) team, providing technical assistance to partners and customers focused on Optimizely's products and applications. This includes answering questions, troubleshooting problems, diagnosing defects, or providing recommended coding approaches. The ideal candidate will possess a blend of technical knowledge, customer service, and communication skills to deliver exceptional technical product support.

The Associate Application Support Engineer will work under the guidance of the Team Lead and more senior Application Support Engineers to help deliver the best possible and most responsive customer service to our customers and partners.

Key Responsibilities
  • Respond to assigned service tickets and work through to successful resolution while meeting or exceeding all service level and customer satisfaction objectives.
  • Develop foundational knowledge of all Optimizely products and expertise in one or more areas.
  • Learn fundamental operations of commonly used software, hardware, and equipment.
  • Follow standard departmental operating procedures, including accurately logging and updating all service tickets using defined tracking software and utilizing handover and escalation processes.
  • Investigate unresolved tickets, reproduce issues, and collaborate with internal experts.
  • Prioritize and manage individual service ticket queues effectively.
  • Contribute to the team's meeting or exceeding service KPIs.
  • Participate in regularly scheduled handover and triage meetings.
  • Complete assigned training and adhere to compliance requirements.
  • Embrace continuous improvement efforts and provide feedback and input.


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