Customer Support Engineer
Full-time, Boston, MA or Remote (US)
Salary range: $115,000-$130,000 base salary
Hurry up! We’ve got a dream to build!
BlueConic is a fast-growing Boston-based SaaS startup in search of that unique individual who blends a customer service attitude with a technical problem solving. If you love happy customers as much as you love technology, you’re going to be a great Customer Support Engineer. We need you to come help customers use BlueConic to meet and exceed their marketing goals.
The team you will join is changing digital marketing every single day – and we’ve got the data to prove it! In addition to ensuring successful use of our platform, which features a unique data integration and collection engine, Customer Support ensures a seamless and fun experience for our customers.
About the Job:
You will be joining our Customer Support team as a Support Engineer for BlueConic, a vital role in the broader Success team. In this role, you will act as a senior member of the Support team, handling technically challenging support tickets, guiding and mentoring Customer Support Representatives with your expertise, partnering with Customer Success Managers to design the best way to translate customer goals into product configurations and collaborating with product an d engineering to help identify and recreate product issues/bugs where they exist.
In this role you will:
- Actively listen to customers to understand their concerns, bringing an empathetic approach to solving issues
- Gather and apply contextual information needed to solve customer problems, including technical configurations and details
- Provide step-by-step guidance for the resolution of technical issues
- Serve as a point of escalation during the ticketing process
- Extensively troubleshoot and work to recreate potential issues within a sandbox environment
- Follow-up with customers through our ticketing system to ensure issues are completely resolved, documenting and tracking to look for patterns and possible future ticket deflection
- Become an expert on all things BlueConic
- Help identify and manage support related reports and optimize support tool usage
- Support more junior team members, helping them advance their skills
- Properly identify and escalate customer issues to the right stakeholders across the organization, depending on the scope and severity of an issue
You have:
- Hands-on experience working with customer data platforms, digital analytics, personalization/tag management, campaign management, and/or web-based technologies.
- Prior front-end development experience, including HTML, CSS, and JavaScript.
- At least 5+ years of experience working in a customer-facing role, such as solutions consultant, customer success, or similar - ideally with marketers and for a SaaS-based platform.
- Experience setting up REST APIs and consuming APIs from others.
- Basic understanding of relational databases or non-relational databases and experience writing basic XML, SQL, JavaScript, Node.js, and/or Python.
You will stand out from the pack if you:
- Are relentlessly curious.
- Have a computer science or developer background.
- Understand how web services (APIs) can be used to send and retrieve information.
- Have worked in the martech space for a considerable part of your career.
- Love creating and documenting processes and solutions.
Reasons to join us:
- Help build the best marketing technology product ever, period.
- Take advantage of enormous opportunities for career advancement.
- Work with big name brands to achieve their marketing goals.
- Enjoy competitive salary & benefits and a flexible approach to work with the option of working in office, hybrid, or fully remote.
- Thrive in an inclusive, multi-cultural environment with a values-driven work culture that has been deliberately crafted from the beginning.
About BlueConic:
BlueConic is the market-leading customer data platform, which gives marketers the power to liberate their data and use it to improve marketing outcomes. Our clients use BlueConic to unify individual-level data and then use that single view across channels. Our SaaS platform is the solution for challenges marketers haven’t been able to solve for years. We’re headquartered in Boston and our development team works from the Netherlands. With more than 300 brands currently using the platform, our work is experienced by millions.
As a group, we are driven by “building the dream” - the collective passion, ethic, vision, and set of values channeled by a group to achieve a common goal of being extraordinary. Our goal is for BlueConic to be a fun, productive, welcoming, and safe space where BlueCrew members of all races, gender identities, gender expressions, sexual orientations, physical abilities, physical appearances, socioeconomic backgrounds, life experiences, nationalities, ages, religions, and beliefs are empowered to be able to make an outsized impact every day – for customers, for partners, for employees.
To join the BlueCrew is to:
- Enjoy hard work and seek out a challenge.
- Care deeply about your colleagues, the mission, and your results.
- Draw energy from the task at hand and radiate it to motivate the people around you.
- Have amazing ideas and be able to bring them to fruition.
- Prioritize hustle over title and results over resumes.
- Balance the pragmatic and systematic, repeatability and opportunism.
- Refuse to compromise on quality, honesty, or dedication.
- Insist on the highest caliber deliverables, especially when sharing externally, even when it seems excessive or nit-picky.
