The leading digital experience platform (DXP) provider, Optimizely, has acquired Welcome, a four-time Gartner Leader that brings the best capabilities of content marketing platforms (CMP), marketing resource management (MRM), and digital asset management (DAM) together in a single solution. The combined company will empower marketing teams at brands across the globe to drive real business value through better customer experiences.
Optimizely has over 9,000 brands, from global organizations such as Visa, Sky, Yamaha, and Wall Street Journal to tech innovators like Atlassian, DocuSign, FitBit, and Zillow. Not only are we financially sound and growing, but we have unicorn status: We exceeded $300M in revenue in 2020, is profitable already, and have all strategic options ahead of us. Optimizely continues to invest and addresses a market opportunity north of $30 billion, providing significant personal career growth opportunities.
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We are an inclusive culture with a global team of 1200+ people across the US, Europe, Australia, Bangladesh, and Vietnam. We blend European and American business cultures with an emphasis on teamwork, inclusion, and moving fast. People make the difference!
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About The Role
The Application Support Engineer is part of Optimizely´s Technical Support Services (TSS) team providing technical assistance to partners and customers for our Experimentation Platform. This assistance is focused on Optimizely´s products and applications and may include answering questions, troubleshooting problems, diagnosing defects or providing recommended coding approaches. The position requires the right blend of technical knowledge, customer service, and communication skills to handle the day-to-day delivery of technical product support to those customers enrolled in one of Optimizely´s Support programs. The Application Support Engineer will work under the guidance of the Team Lead and more senior Application Support Engineers to help deliver the best possible and most responsive customer service to our customers and partners.
What You'll Do
- Support our Web Experimentation & Server Side Experimentation platform.
- Troubleshoot customer issues that arise on the client-side, server-side, or our platform via Zendesk and phone.
- Become a SME, subject matter expert in Debug customer issues and keeping ownership of tickets until resolution while working closely with other teams as needed.
- Work with a wide range of front-end technologies such as JavaScript, HTML, CSS, APIs, mobile SDKs, analytics and much more.
- Ensure that Support SLAs and CSAT goals are constantly met and ticket queue managed.
- Identify ways to improve the teams processes and develop solutions if necessary.
- Contribute valuable and pertinent information to Optimizely’s internal/external knowledge base.
What You'll Need:
- 2+ years experience in either a developer role or a role supporting a modern web app.
- Have a good understanding of REST APIs, SDKs, and/or JavaScript Libraries.
- Understand how to read, write and debug JavaScript, HTML, and CSS and DOM manipulation.
- You are genuine in your desire to help others and able to work with technical and non-technical users.
- You are naturally curious and possess strong troubleshooting skills.
- You have the ability to quickly learn technical concepts and technologies
- Able to work independently with minimal supervision while focused on delivering results set forth by management.
- You are collaborative and enjoy helping your teammates out.
- Proficient English communication skills (written and verbal communications).
Working hours: Sun - Thurs | 10:00 AM to 6:00 PM
The role can be fully remote or hybrid working model, it will be up to the employee's preference.
Why You’ll Love Working Here
- Our culture is the most important thing we offer: a place to do your best work and a chance for your voice to be heard in a democratic environment as we shape a high-growth space.
- We are currently working from home; however, we plan to go back to the office by year-end. When we return to the office, we plan to have a hybrid model while also providing the opportunity to be fully remote.
- Communal transport facilities inside Dhaka and free catered lunch when we return.
- Best-in-class compensation plans
- Unlimited vacation days and flexible working hours
- Two annual festival bonuses
- Medical insurance
- An agile performance review process encourages ongoing transparency between managers and direct reports.
- Monthly and quarterly regional and global team building events
- Enablement program and soft skill training to support internal career growth and development
- Reward and recognition programs
- Volunteering and opportunities to give back
- Chance to work with our incredible global team all over the world
At Optimizely, our standardized language is English, and it is crucial to have good English communication skills to be successful in your global role. All our external and cross-location communication is done in US English (en-us), but internally you can speak in whichever native language you most identify with.
Optimizely is committed to a diverse and inclusive workplace. Optimizely is an equal opportunity employer and does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or another legally protected status.