Technical Support Engineer

Job Description

At BrightEdge, we connect people to meaningful experiences. Our mission is to inspire and deliver the best performance for our Customers by becoming an integral part of the digital experience. As the industry pioneer behind Content Performance Marketing, BrightEdge has thoroughly redefined the concept of search engine optimization (SEO) by developing an award-winning platform that precisely measures and optimizes marketing content across online channels. BrightEdge has emerged as the leading international provider of cloud-based SEO Enterprise solutions due to its dynamic and results oriented entrepreneurial culture. The Technical Support Engineer (TSE) is a Tier 3 member of our Global Customer Support team. The Team provides deep technical and services support to some of the world’s most well-known brands. Your primary role will be to partner with Engineering and Product teams to drive the successful outcome of complex issues. You will own the outcome and serve as the Customer advocate. In addition, you will lead web analytics integration projects, ensuring our Customers maximize the value of their BrightEdge investment. What you will do: As the liaison between Customer Support and Engineering, own the resolution for complex issues Develop a deep expertise on web analytics solutions, such as Adobe Analytics and Google Analytics Operate with a Customer First mentality, always advocating on their behalf Act as an escalation point for the Tier 1 and Tier 2 teams Lead successful web analytics integration projects, demonstrating effective project management skills Develop a deep knowledge of the BrightEdge platform to remove technical barriers for our Customers and help them navigate a variety of tools within BrightEdge Serve as a technical expert to BrightEdge Services, Sales, and Product teams Identify and differentiate product and service issues with an ability to quickly identify the core issue and define the path to resolution in a timely manner Collaborate with senior leaders to assist with high-profile issue resolution, representing BrightEdge support in the best light possible Help design and implement support automation tools Mentor other team members and contribute to a culture of learning

What you need to be successful

• Bachelor’s degree
• 4+years’ experience in a customer-facing, technical role, preferably supporting enterprise-level Customers
• Experience communicating complex topics to technical and non-technical audiences
• Excellent communication skills. You must be comfortable leading complex discussions with high-profile Customers
• Excellent project management skills and a solid understanding of Agile philosophy
• A strong sense of urgency, ownership, and accountability
• Demonstrated knowledge of SQL, Excel, APIs, integrations and relational databases, and a proven ability to learn new technologies quickly.
• Familiarity with cloud-based architecture
• Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation
• Flexibility to work as needed to support a global Customer base
• A desire to learn, master and teach
• Beginner to intermediate understanding of Google Analytics/Google AdWords/Google Search Console, or other SEO or marketing automation platforms
• Familiarity with automation tools, such as Kantu
• Familiarity with RESTful APIs and data interchange formats such as JSON, XML

About BrightEdge BrightEdge is widely recognized as a global leader in SEO and Digital marketing. The most innovative customers across more than 80 countries trust BrightEdge to modernize their Digital Marketing stack for today’s digital world. We are helping thousands of organizations, including many of the world’s largest companies, transform their businesses and drive more revenue. The continuous innovation of our product is supported by what we believe to be our most valuable assets: our people. Our employees are industry experts at the forefront of digital transformation. Come join us and help us share the future of SEO. Apply for this job