Technical Support Engineer
Company: Social Native
Location: San Francisco
Posted on: February 25, 2021
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Job Description:
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'Or--al, Crocs,
Nestl-- 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 efficienciesSkills & 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* Nice to
have: JIRA, Zendesk, SalesforcePerksWe 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.* Healthcare,
dental and vision insurance* 401(k) retirement plan* Equity*
Unlimited Vacation Policy* Flexible work hours* Competitive
compensation structure* Casual work environment and fun work
culture!Powered by JazzHRHVAVgbXwjg
Keywords: Social Native, San Francisco , Technical Support Engineer, IT / Software / Systems , San Francisco, California
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