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Customer Support Engineer



Customer Service
Posted on Tuesday, September 5, 2023

The Company:
Marigold helps brands foster customer relationships through the science and art of connection. Marigold Relationship Marketing is a suite of world-class martech solutions that help marketers create long term customer love and loyalty. Marigold includes Campaign Monitor, Emma, Vuture, Sailthru, Selligent and Cheetah Digital. By joining together these leading solutions through a set of common services, Marigold provides the most comprehensive set of use cases for marketers at any level. Headquartered in Nashville, Tennessee, Marigold has offices globally across the United States, Europe, Australia, New Zealand, South America and Central America, as well as in Japan.

The Role:

Sailthru’s Customer Support Engineer provides exceptional enterprise B2B support to facilitate our clients’ use of the Sailthru product stack. Support Engineers are part of a team committed to developing processes, initiatives and documentation that optimize both the customer and internal team experience. The Support Engineer role requires excellent and confident communication skills, working knowledge of web and mobile technology, a keen investigative mind and a positive demeanor dedicated to always continuing to improve.

In This Role You Will:

  • Provide timely and personal product support via email and phone.

  • Troubleshoot all aspects of the Sailthru email, mobile and web platforms.

  • Maintain high-quality support documentation for both internal and external use.

  • Contribute to the development of best practices, team processes and peer training.

About You:

The ideal candidate for the Customer Support Engineer role will have excellent communication and soft skills, understand the core principles of client service, be highly organized and process-driven, and exemplify strong time management and attention to detail. Strong technology fundamentals along with relevant experience in the digital marketing or email space is required. Specifically they must have:

  • 2+ years of technical client-facing or support experience

  • 6+ months experience working within a MarTech environment

  • Experience with one or more of: HTML/CSS, Javascript, PHP, Web APIs, NoSQL Database Queries, Linux Command Line, mobile app development/troubleshooting, push notifications, HTML5, Objective-C, Swift, Java, Ruby.

  • Strong written and verbal communication skills

  • Always a team player, exemplifying company values and showing ambition towards new challenges

  • Positive attitude, high energy and an eagerness to learn and never stop improving

  • Excellent organizational and time management skills, along with great attention to detail

  • Patient skill in presenting advanced technical concepts to individuals without strong technical backgrounds.

  • A passion for leveraging technology to create successful customer experiences and creating unique personal connections with each customer interaction

  • Desire to work in a fast-paced, high-growth, fun technology company

Our team of customer support engineers staff coverage from 7am to 10pm Central. This position requires you to be available for a set schedule starting as early as 7am Central or ending as late as 10pm Central.

Perks & Benefits:

  • Competitive compensation and benefits package

  • Life, AD&D, Short and Long Term Disability Insurance

  • 401(k) with company matching

  • Open Time Away

  • Paid parental leave