Technical Support Engineer

Social Native is a marketplace technology company that empowers marketers to source and optimize visual content to improve brand awareness and performance. Brands such as Adidas, L'Oréal, Crocs, Nestlé Waters, and Unilever trust Social Native to source and create high-performing visual content to improve the performance of their ecommerce marketing and paid and organic social strategies.

With the recent acquisition of Olapic, we're changing the way marketers evaluate, refine and optimize their visual content strategy. We're developing an all-in-one platform that provides brands with data-driven insights, scales content creation, measures the impact of their work, and optimizes content for even greater results.

The Global Technical Support Team at Social Native is a critical part of our future success. It is the front line of Social Native's customer experience, and provides effective, high-quality technical support to our rapidly growing global customer base. The Technical Support Engineer is a natural problem solver who is able work patiently and efficiently with hundreds of customers, exponential traffic growth and millions of impressions per month as we continuously expand the Social Native platform feature-set. The role will involve supporting both technical and non-technical end users, while also contributing to programming and documentation projects, as required.

Responsibilities

• Troubleshooting reported issues, completed requested changes, perform necessary customer tasks.
• Solving problems for customers - identifying bugs, creating solutions, applying fixes.
• Communicating with the client via email and, sometimes, by phone/video chat.
• Training customers on platform usability and how-to perform tasks.
• Working with product and engineering teams within Olapic to improve the platform and technology.
• Provide updates on fix actions to business units (account management, sales, etc).
• Contribute to internal and external knowledge bases, providing technical and usability references for employees and customers.
• Evolve the support team's functions and processes to find efficiencies

Skills & Qualifications

• 2 - 4+ years' experience in customer service/support role.
• Experience querying/searching databases, preferably MySQL/SQL.
• Moderate experience/understanding of web technologies, including CSS, HTML, and XML, and JavaScript language and concepts.
• Familiarity with Git, such as GitHub, Bitbucket, or other version control platform.
• Awareness of APIs
• Troubleshooting (especially when time is of the essence).
• Strong ability to retrieve historical data from multiple sources.
• Extremely strong communication and follow-up skills. You can speak both engineer and human.
• Self-driven and thrives in a fast-paced environment.
• Shows initiative; works hard and leads by example as part of a greater team.
• Brings new ideas to the table about the support process and architecture; is able to implement them if needed!
• Great organization skills and ability to plan ahead.
• Must be a creative problem solver; able to think outside the box when challenging support issues appear.
• Customer focused mentality required; you love helping other people and see how they make great use of our products.
• Speaks and writes English fluently
• Secondary language a plus: French or German preferred
• Nice to have: JIRA, Zendesk, Salesforce

PerksWe love working at Social Native and we think you will too! Come see what it's like to work at a fast-paced, venture-backed tech startup. We are looking for smart, driven, fun people that are eager to take ownership of meaty projects and be a part of building something great.

• Highly engaged "Fun" Committee to keep work enjoyable
• Medical & Dental Insurance, and Eyecare vouchers to meet all your healthcare needs
• 25 paid holidays
• Competitive compensation structure
• Great matched pension scheme to save for your future, and so much more!

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