Associate Technical Support Engineer

Customer Support | Portland, OR, 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

As 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. You will manage the delivery of technical support for your assigned customers and the resolution of issues. You will also act as a subject matter expert to analyze a customer’s business requirements and map them to the Marketo application, providing expert knowledge and technical best practices on how to configure, maintain and manage their implementation driving their success with the Marketo Application. You will be responsible for pro-actively owning and managing the technical relationship with an assigned set of high profile accounts. 

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:
Be a subject matter expert in Marketo technology and apply it to Marketo customers’ business processes:

  • 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:

Knowledge of diagnosing and resolving problems in complex software environment:

  • Bilingual in English and Spanish strongly preferred.
  • Customer service experience.
  • Excellent organizational skills -ability to prioritize, manage, multi-task and execute projects cross-functionally
  • Solid communications skills (written, and verbal) and ability to interact effectively with all levels of professional staff. Ability to communicate effectively with customers.
  • Ability to navigate challenging situations in a professional manner.
  • A tremendous attitude and desire to be part of a growing team.

 

Desired Skills / Experience:

  • 2+ years customer service experience
  • BS Computer Science or equivalent degree
  • 2 years of progressive experience diagnosing and resolving problems in complex software environment.
  • 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 plus

 

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.