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Technical Support Engineer, Tier 3

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About Bazaarvoice

 

Bazaarvoice connects brands and retailers to consumers, so that every shopping experience feels personal. From search and discovery to purchase and advocacy, Bazaarvoice’s solutions reach in-market shoppers, personalize their experiences, and give them the confidence to buy. Each month in the Bazaarvoice Network, more than a billion consumers view and share authentic content including reviews, questions and answers, and social photos across 6,000 brand and retail websites. Across the network, Bazaarvoice captures billions of shopper signals monthly - data that powers high-efficiency digital advertising and personalization with unmatched relevance.

Founded in 2005, Bazaarvoice is headquartered in Austin, Texas with offices in North America, Europe, and Australia. For more information, visit bazaarvoice.com.

 

Why join Bazaarvoice?

 

- We’re committed to client success: There are over 5K brand and retail websites in the Bazaarvoice network. Our clients represent some of the world’s leading companies across a wide range of industries including retail, apparel, automotive, consumer electronics and travel.

- We’re leaders in consumer-generated content: Each month, more than one-half billion consumers view and share authentic consumer-generated content, such as ratings and reviews, curated photos, social posts and videos, about products in our network. Last year, 135K reviews were submitted each day.

- Our network delivers: Network analytics provide insights that help marketers and advertisers provide more engaging experiences that drive brand awareness, consideration, sales, and loyalty.

- We’re a great place to work: We pride ourselves on our unique culture. Join a company that values passion, innovation, authenticity, generosity, respect, teamwork, and performance.

 

Commitment to diversity and inclusion

 

Bazaarvoice provides equal employment opportunities (EEO) to all team members and applicants according to their experience, talent, and qualifications for the job without regard to race, color, national origin, religion, age, disability, sex (including pregnancy, gender stereotyping, and marital status), sexual orientation, gender identity, genetic information, military/veteran status, or any other category protected by federal, state, or local law in every location in which the company has facilities. Bazaarvoice believes that diversity and an inclusive company culture are key drivers of creativity, innovation and performance. Furthermore, a diverse workforce and the maintenance of an atmosphere that welcomes versatile perspectives will enhance our ability to fulfill our vision of creating the world’s smartest network of consumers, brands, and retailers.

Job Description

The Tier 3 Technical Support Engineer (TSE) serves as the liaison between Engineering and the Technical Support organization.  In this role, the TSE is responsible for performing code changes to modify the existing configuration of our legacy product along with advanced troubleshooting and investigation into technical issues escalated by the Tier 2 support staff.  The TSE also provides technical and product-specific training and technical documentation for the Tier 2 support staff.

Ultimately, the work performed by TSE’s should minimize unnecessary tasks being escalated to the Engineering team and help the Tier 2 support staff become more knowledgeable and self-sufficient.

Responsibilities:

·       Perform code changes to address client issues and change client configurations for our legacy product

·       Review code changes made by others for accuracy prior to deployment

·       Troubleshooting complex cases and if possible, identify workarounds or solutions

·       Serve as the escalation point for Tier 2 Technical support issues

·       Work, manage, and prioritize a queue of escalated tickets

·       Report bugs and escalate difficult to solve/obscure issues to the Engineering team for assistance/guidance

·       Mentor and provide assistance to Tier 2 support team members and other members of the Support organization as required

·       Ensure that all actions and discussions pertaining to issues escalated from Tier 2 Support are completely documented in the appropriate system of record

·       Interact closely with Tier 2 team via phone, email, SFDC support case or JIRA to collect information and communicate workarounds and solutions

·       Responsible for meeting individual goals and KPIs related to resolving cases and helping drive high levels of customer satisfaction

·       Participate on technical client calls if required

Qualifications & Experience:

·       Bachelor’s/Master’s degree in Business, Management Information Systems, Computer Science, or a related field (or equivalent job experience)

·       Ability to prioritize and manage multiple tasks in a dynamic environment

·       Experience working with e-commerce enterprise clients especially large retailers and global brands

·       Proactive, empathetic, team player who is responsive to customer needs and concerns and passionate about problem solving and helping others

·       2 years of experience in a related Support Engineer or development role

·       Experience troubleshooting/debugging web applications

·       Experience with SQL database and writing SQL queries

·       API, JavaScript, CSS, HTML and XML experience/knowledge

·       Advanced analytical and problem-solving skills

·       Must speak fluent English and possess advanced written and verbal communication capabilities along with exceptional active listening skills

·       Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts and drawing valid conclusions

Preferred/Desired Qualifications or Skills:

·       Working experience with Salesforce, Confluence and JIRA

·       Knowledge/understanding of SEO strategies and methodologies

·       Knowledge of networking as it applies to application troubleshooting