{"id":759,"date":"2025-12-08T14:35:04","date_gmt":"2025-12-08T14:35:04","guid":{"rendered":"https:\/\/skillbasedmatching.com\/jobs\/?post_type=jobpost&#038;p=759"},"modified":"2025-12-08T14:35:09","modified_gmt":"2025-12-08T14:35:09","slug":"technical-support-engineer-marketing-automation-platform","status":"publish","type":"jobpost","link":"https:\/\/skillbasedmatching.com\/jobs\/current-jobs\/technical-support-engineer-marketing-automation-platform\/","title":{"rendered":"Technical Support Engineer \u2013 Marketing Automation Platform"},"content":{"rendered":"\n<p>\u200bThis is a full-time, <strong>remote (Americas)<\/strong> <strong>Technical Support Engineer<\/strong> role at Customer.io, a platform used by over 8,000 companies to send automated communications (email, push, in-app, SMS) based on real-time behavioral data. The role focuses on providing exceptional support directly to customers, particularly emphasizing <strong>strong written communication<\/strong> for handling technical tasks primarily over email.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u200b<strong>Location:<\/strong> Remote, North America (Available to work <strong>PST\/MST hours<\/strong>).<\/li>\n\n\n\n<li>\u200b<strong>Salary:<\/strong> <strong>$70,000 USD<\/strong> (or equivalent in local currency), depending on experience and subject to market rate adjustment.<\/li>\n\n\n\n<li>\u200b<strong>Focus:<\/strong> Triage diversity of support tickets, work on process improvement, diagnose tricky situations, aid customers with onboarding, and advocate for product improvements using <strong>Zendesk<\/strong> (ticketing) and <strong>Linear<\/strong> (bug tracking).<\/li>\n\n\n\n<li>\u200b<strong>Industry Preference:<\/strong> Experience with the <strong>Marketing Automation industry<\/strong> or supporting email marketing\/business communication tools is a plus.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">\u200bKey Responsibilities and Impact<\/h2>\n\n\n\n<p>\u200bThe Technical Support Engineer acts as the customer&#8217;s primary point of contact and is crucial for maintaining customer experience and informing product strategy.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u200b<strong>Customer Communication:<\/strong> Communicate directly with customers via the Support Center, handling support tickets and live chat. A <strong>strong ability to communicate in writing<\/strong> is essential, as technical tasks are primarily communicated over email.<\/li>\n\n\n\n<li>\u200b<strong>Problem Solving:<\/strong> Triage a diversity of support tickets, diagnose tricky technical situations, and aid companies in achieving their business goals.<\/li>\n\n\n\n<li>\u200b<strong>Advocacy &amp; Process:<\/strong> Advocate for <strong>product improvements<\/strong> based on customer pain points and feedback. Work on <strong>process improvement<\/strong> and conduct regular touch points with Product and Customer Success teams.<\/li>\n\n\n\n<li>\u200b<strong>Onboarding Support:<\/strong> Help new and existing customers get up and running with the platform.<\/li>\n\n\n\n<li>\u200b<strong>Tools:<\/strong> The team utilizes <strong>Zendesk<\/strong> for ticketing, <strong>Linear<\/strong> for bug tracking, and <strong>Zapier<\/strong> for automating support workflows.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">\u200bQualifications and Technical Focus<\/h2>\n\n\n\n<p>\u200bThe position requires experience in a customer-facing technical role and a foundational understanding of programming concepts.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u200b<strong>Experience:<\/strong> Experience in a <strong>technical support<\/strong> and\/or <strong>customer-facing role<\/strong>. Previous work for a <strong>SaaS company<\/strong> or an understanding of technical platforms is required.<\/li>\n\n\n\n<li>\u200b<strong>Programming Basics:<\/strong> An understanding of <strong>basic programming concepts<\/strong> is necessary, including:\n<ul class=\"wp-block-list\">\n<li>\u200bAPI<\/li>\n\n\n\n<li>\u200bVariables<\/li>\n\n\n\n<li>\u200bIf-else statements<\/li>\n\n\n\n<li>\u200bLoops<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>\u200b<strong>Javascript Knowledge:<\/strong> Familiarity with <strong>Javascript<\/strong> is considered beneficial.<\/li>\n\n\n\n<li>\u200b<strong>Soft Skills:<\/strong> Excellent written and verbal communication skills, a self-starter attitude, passion for learning, and <strong>empathy<\/strong> in customer interactions.<\/li>\n<\/ul>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u200bThis is a full-time, remote (Americas) Technical Support Engineer role at Customer.io, a platform used by over 8,000 companies to send automated communications (email, push, in-app, SMS) based on real-time behavioral data. The role focuses on providing exceptional support directly to customers, particularly emphasizing strong written communication for handling technical tasks primarily over email. \u200bKey [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"menu_order":0,"template":"","jobpost_category":[1440,648,734],"jobpost_job_type":[39],"jobpost_location":[],"jobpost_tag":[2112,1432,1117,3509,3510,3508,855,254,167,98,2109],"class_list":["post-759","jobpost","type-jobpost","status-publish","hentry","jobpost_category-customer-success","jobpost_category-information-technology","jobpost_category-support-service","jobpost_job_type-remote","jobpost_tag-api","jobpost_tag-customer-success","jobpost_tag-javascript","jobpost_tag-marketing-automation","jobpost_tag-product-advocacy-2","jobpost_tag-remote-pst-mst","jobpost_tag-saas","jobpost_tag-technical-support-engineer","jobpost_tag-troubleshooting","jobpost_tag-written-communication","jobpost_tag-zendesk"],"_links":{"self":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost\/759","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost"}],"about":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/types\/jobpost"}],"author":[{"embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/users\/1"}],"wp:attachment":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/media?parent=759"}],"wp:term":[{"taxonomy":"jobpost_category","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_category?post=759"},{"taxonomy":"jobpost_job_type","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_job_type?post=759"},{"taxonomy":"jobpost_location","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_location?post=759"},{"taxonomy":"jobpost_tag","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_tag?post=759"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}