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 Lead 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 Lead Application Support Engineer will work under the guidance of the Senior Manager to help deliver the best possible and most responsive customer service to our customers and partners.
What You'll Do
- Manage the day-to-day support operations such as queue management, escalations, scheduling, etc for our EMEA support team.
- Learn the ins and outs of Optimizely’s Experimentation Platform
- Be accountable for meeting and exceeding team KPIs.
- Contribute to and deliver performance reviews.
- Identify knowledge gaps and organize training opportunities for the team
- Proactively manage team/individual workloads to ensure appropriate bandwidth to support the customer.
- Supervise and provide leadership to build and maintain a strong team through effective communications and coaching.
- Embrace, promote and lead continuous improvement efforts.
- Determine flight plans and career development for US team members
- Individually contribute to the team’s ticket handling activities.
What You'll Need
- Proficient English communication skills
- Minimum 3+ years in a technical, customer-facing role with experience leading and/or coaching small teams
- Solid understanding of how modern webapps work
- Knowledge of web/cloud technologies such as front-end technologies, JavaScript, HTML/CSS, Node, React, iOS, Android, Python, APIs etc.
Leadership Management
- Ability to lead by example and motivate a staff of employees.
- Must possess a sense of urgency and passion for customer service.
- Sets high expectations and holds others accountable to the responsibilities of their role
- Selfless and humble, defers credit unto others
- Personally seeks out and incorporates feedback to make relevant changes to improve
- Strong written and verbal communications skills.
- Superb troubleshooting and analytical skills.
- Ability to work independently with minimal supervision while focused on delivering results set forth by management.
- Excellent organizational skills.
- Ability to handle and prioritize multiple tasks while maintaining attention to detail.
- Excellent coaching and mentoring skills.
- Flexibility to occasionally work outside normal business hours.
- Keeps team members motivated, fearless, committed and involved
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.