Associate Technical Support Engineer

Customer Support | Atlanta, GA, United States



Associate Technical Support Engineer

 

Marketo provides the leading engagement marketing software and solutions designed to help marketers develop long-term relationships with customers their – from acquisition to advocacy. Marketo is built for marketers, by marketers and is setting the innovation agenda for marketing technology.


The Opportunity
 

Do you like solving problems?

Are you an analytical thinker with a knack for non-linear logic?

Do you enjoy interacting with people?

As a tier 1 member of Marketo Support, your goal is to provide fast and friendly world-class support through creative and flexible solutions. The Tier 1 Technical Support Engineer is a front line position, and is expected to take on support cases of moderate complexity and be able to manage your own priorities. You will work in a software environment, and must be comfortable with computers, but extensive computer expertise is not required. 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.

 

Responsibilities:

  • Understand, interpret, reproduce, and diagnose customer problems.
  • Provide business and technical solutions to help customers optimize use of solution
  • Communicate clearly and precisely with customers in written and verbal form, and maintain accurate and timely records in our case tracking system
  • Maintain ownership of cases until resolution, drive other teams as needed and set customer expectations
  • Perform problem characterization, reproduction, diagnosis, and root cause analysis
  • Work with Services and Engineering personnel to resolve product issues or escalating as necessary
  • Configure customer systems to meet requirements
  • Author Knowledge Base Articles / Technical Notes
  • File enhancement requests and work with product management to translate business needs to product requirements
  • Meet individual case management, SLA, and C-Sat goals

 

 

Required Skills / Experience: 

  • A passion for challenges and helping
  • Excellent problem-solving skills and ability to navigate challenging situations in a professional manner.
  • Experience providing direct support to external customers by phone, electronically, and face-to-face.
  • Excellent organizational skills -ability to prioritize, manage, multi-task and execute projects cross-functionally
  • Superior communications skills (presentation, written, and verbal) and ability to interact effectively with all levels of professional staff. Ability to explain complex concepts simply.
  • Familiarity with SaaS solutions a plus
  • College Degree Preferred

 

 

About Marketo

Marketo provides the leading engagement marketing software and solutions designed to help marketers develop long-term relationships with their customers – from acquisition to advocacy. Marketo is built for marketers, by marketers and is setting the innovation agenda for marketing technology. Marketo puts Marketing First. Headquartered in San Mateo, CA, with offices around the world, Marketo serves as a strategic partner to large enterprise and fast-growing small companies across a wide variety of industries. To learn more about Marketo’s Engagement Marketing Platform, LaunchPoint® partner ecosystem, and the vast community that is the Marketo Marketing Nation®, visit www.marketo.com.


Marketo is an equal opportunity employer.