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Product Support Engineer

3 weeks ago

Seattle, Washington, United States Marchex Full time $70,000 - $88,000
Product Support Engineer

Department: Customer Success

Employment Type: Full Time

Location: Remote - USA

Reporting To: Josh Young

Compensation: $70,000 - $88,000 / year


Description
Overview

Provide a world class product and service experience for Marchex internal stakeholders using excellent interpersonal, communication, and problem-solving skills. The Product Support Engineer must bring a strong sense of urgency to managing requests from our internal customers. They are comfortable making independent decisions to provide customer solutions and exercise sound judgment to resolve issues. Marchex Product Support Engineers strive for excellence in their work product and maintain a high willingness to learn.

Job Impact

The Product Support Engineer provides support to the business owners of our most strategic clients and prospects.  This position has a unique role in ensuring our Engineering resources are only engaged in support activities when their specific skill set is required. They are the connection point between customer-facing (Tier 1) and product/engineering teams (Tier 3).

Team

The Tier 2 Support team at Marchex is critical in enabling the long-term success of our customers.  The Tier 2 Support team is at the core of a streamlined support process; they are the link between business and technical teams internal to Marchex. This is a team that is very comfortable with technology, but also understands the language of business.

Key Responsibilities
  • Monitor and own a queue of technical support requests from internal customers.
  • Triage inbound support requests and resolve or escalate to the appropriate internal team.
  • Reproduce and document product defects, work with Product and Engineering teams to understand and resolve complex issues.
  • Collaborate with product teams to prioritize defect items by providing valuable insights and information.
  • Lead technical conversations and live troubleshooting calls with clients and internal stakeholders.
  • Ability to read, understand, and manipulate, HTML, and JavaScript. 
  • Maintain clear and concise communication for all cases in a timely and efficient manner. 
  • Assist with the creation and optimization of support documentation and best practices. 
  • Develop and maintain a solid knowledge of Marchex Analytics products.
  • Recognize patterns with customer issues/inquiries and define and make recommendations for feature changes accordingly. 
  • Support the Guiding Principles and vision of the company and the team through role modeling and encouraging desired behaviors.
  • Strictly adhere to all departmental documented policies and procedures.
  • Participate in various company initiatives and projects as requested.


Skills, Knowledge and Expertise
  • BA/BS degree in related field or equivalent experience. 
  • 4+ years in a technical, business support team role.
  • Proven problem-solving and technical troubleshooting skills. 
  • Excellent verbal and written communication skills.
  • Excellent customer service and interpersonal skills.
  • Understanding of SQL, JavaScript, HTML, API concepts
  • Experience using MS Office Suite including strong Excel required. 
  • Multi-tasking capability and the ability to work in a fast-paced environment.
  • Works well in high-pressure situations including significant demands on time and resources.
  • Strong project management skills.
  • Aptitude for technology and ability to develop expertise with technical products.
  • Strong work ethic and proven success in working as part of a team and independently.

Benefits Marchex is committed the wellbeing of our employees. To ensure that every employee has the support they need Marchex offers a comprehensive benefits package. Some of these benefits may include, but are not limited to: Medical, Dental, Vision insurance; Life & Disability, Employee Assistance Program, Paid Holidays, Generous PTO, and Retirement Savings (401k/ RRSP). The benefits package offered may differ by location.

Working Conditions      

The job conditions for this position are in a standard office setting and may be fully or partially remote.  Employees in this position use PC and phone on an on-going basis throughout the day.  Limited corporate travel may be required to remote offices or other business meetings and events.

Compensation
Compensation range listed above may include base salary and short and/or long-term incentives. Exact compensation may vary based on skills, experience, and location.  
Marchex's commitment to diversity:

We value a diverse workplace. Marchex is committed to employ people from diverse backgrounds and we actively demonstrate inclusiveness through fair, equitable and accessible hiring practices. We recognize the strength that comes from different experiences, backgrounds and perspectives and welcome candidates who identify as visible minorities, Indigenous people, persons with disabilities, and persons within the LGBTQ+ community. We feel it is important as an organization that all people have access and opportunity to be employed, to be valued and to be respected. Accommodations for job applicants with disabilities will be provided upon request during the recruitment, assessment, selection and placement process. Alternative format available on request.