The Role
Provide technical support for SaaS clients: troubleshoot API integrations, data imports/exports, campaign execution, segmentation, and basic deliverability. Analyze logs and database records, write SQL for validation, collaborate with Account Management and escalate complex issues to Engineering while following SLAs and helpdesk workflows.
Summary Generated by Built In
D•Engage is a multinational SaaS company dedicated to delivering innovative solutions that drive digital engagement and enhance customer experiences. Our team is passionate about technology and committed to fostering an environment where talent can thrive and grow.
We are looking for a CX Support Specialist to join our support team and help troubleshoot and resolve technical issues for our clients. You will work closely with Account Managers, Product, and Engineering teams to deliver timely and effective solutions. This role is ideal for someone who enjoys problem-solving, APIs, and working with data in a fast-paced SaaS environment.
Key Responsibility
- Provide clear, professional, and timely resolutions to client queries and tickets
- Troubleshoot issues related to:
- API integrations
- Data imports/exports
- Campaign execution
- Segmentation and tracking
- Basic deliverability and platform usage
- Analyze logs, database records, and system behavior to identify root causes
- Write and execute SQL queries for data validation and issue analysis
- Collaborate with Account Management to support client needs
- Escalate complex issues to Engineering with proper debugging details
- Follow helpdesk workflows, SLAs, and documentation standards
- Assist clients with technical guidance on integrations and data flows
Requirements
- 1–3 years of experience in SaaS, Technical Support, or similar role
- Strong communication skills (written & verbal)
- Ability to explain technical concepts in a simple way
- Strong analytical and troubleshooting mindset
- Ability to manage multiple tickets and priorities
Technical Skills
- Basic to intermediate SQL (must-have)
- Good understanding of REST APIs (requests, responses, debugging
- Knowledge of JavaScript, HTML, and web integrations
- Familiarity with DNS concepts (SPF, DKIM, etc.) is a plus
- Understanding of mobile SDKs (Android / iOS / React Native / Flutter) is a plus
- Experience with helpdesk tools (e.g., Zendesk, Freshdesk, Jira)
Nice to Have
- Experience in digital marketing platforms / CDMP / CRM tools
- Exposure to event tracking, analytics, or customer data platforms
- Multi-language proficiency
Benefits
Growth Opportunities: Access to professional development and career growth within a rapidly expanding SaaS company.
Collaborative Culture: Work in a supportive and innovative environment where your contributions are valued.
Competitive Benefits: Enjoy a comprehensive benefits package.
D.engage is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all Team Members
Skills Required
- 1-3 years of experience in SaaS, Technical Support, or similar role
- Strong communication skills (written & verbal)
- Ability to explain technical concepts in a simple way
- Strong analytical and troubleshooting mindset
- Ability to manage multiple tickets and priorities
- Basic to intermediate SQL
- Good understanding of REST APIs (requests, responses, debugging)
- Knowledge of JavaScript
- Knowledge of HTML
- Web integrations
- Experience with helpdesk tools (e.g., Zendesk, Freshdesk, Jira)
- Familiarity with DNS concepts (SPF, DKIM)
- Understanding of mobile SDKs (Android / iOS / React Native / Flutter)
- Experience in digital marketing platforms / CDMP / CRM tools
- Exposure to event tracking, analytics, or customer data platforms
- Multi-language proficiency
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The Company
What We Do
D·engage is a Customer Experience Data Platform that operates in digital marketing, aiming to enhance businesses' consumer interactions by generating highly personalized customer journeys from data to revenue.
