Product Support Engineer

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Requirements:

• 1+ years in product support, technical support, or related roles (preferably SaaS, eCommerce, or digital marketing environments).
• Hands-on experience with tools like Bluecore, BigQuery, Datadog, Looker, or similar platforms.
• Strong technical troubleshooting skills in a customer-facing role.
• Excellent written and verbal communication skills, with the ability to simplify complex technical issues for clients.
• Customer-first attitude, ensuring every interaction is aligned with the customer’s needs and provides a clear path to resolution.
• Bachelor’s degree in Computer Science, Engineering, or a related field (or equivalent experience).

Responsibilities:

• Provide expert technical support for clients using Bluecore, BigQuery, Datadog, and other tools. Help them resolve issues, optimize campaigns, and maximize the platform’s capabilities.
• Assist clients in configuring, optimizing, and troubleshooting email/SMS campaigns, including segmentation, automation, and reporting.
• You’ll quickly identify technical issues, solve them, and communicate the solution clearly to clients. Whether it’s a data issue or a platform error, you’ll ensure it’s resolved efficiently.
• Collaborate with Product, Engineering, and Technical Support teams to escalate and resolve complex issues. Share patterns, trends, and learnings with your team to help improve the overall customer experience.
• Develop your technical skills through hands-on experience with our tools and contribute to our internal knowledge base. Share insights and best practices with the team.