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Turn your customers into brand champions

Technical Solutions Engineer

€50k – €55k • 0.01% – 0.02%
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Overview:

As a Technical Solution Engineer, you will be a core member of our Engineering team, focusing on assisting our enterprise customers with technical issue resolution and advice. You will provide the 2nd line support, working with Customer Success managers and customers to quickly assess and troubleshoot issues, document product enhancements or defects, and provide best practice advice around the implementation and use of our Reputation Management platform. You will work with Customer Success, Engineering, and Product teams on various product issues, and contribute to projects revolving around support tools and knowledge management.

A successful candidate for this job will have a strong technical aptitude along with a strong self-starting, proactive mentality and excellent verbal and written communication skills. You will be working with a technical platform and complex issues and you’re tasked with creating excitement and loyalty in the customers you interact with.

Additionally, there will be opportunities to expand your role and take on more responsibility within the Engineering team. When support volume is low, we expect you to take initiative and find tasks you can perform that will benefit Reputation.com (e.g., build out the support knowledge base, rollout vertical data sets for demo purpose, and create “How To” videos demonstrating new features).

Responsibilities:

• Technical support for enterprise customers.
• Develop internal tools to expedite the on-boarding of clients and data partners
• Develop a deep understanding of the Reputation management platform.
• Implement custom S/FTP data transfers to and from customers and partners.
• Troubleshoot technical issues to establish the root cause of problems and form a solution or workaround across a range of environments.
• Document solutions and workarounds in the Customer Success Knowledge Base.
• Reproduce customer issues and, if necessary, file bug reports with reproducible test cases or documented steps, escalate cases to Engineering and provide necessary documentation.
• Track and follow up on issues to closure within defined SLAs.
• Participate in continuous improvement of technical support processes and tools
• Participate in peer to peer continuous education
• Provide input on product and service related enhancement requests back to Product Management.

Qualifications:

• 2+ years experience providing technical support or services for SaaS-based software solutions with experience in diagnosing and troubleshooting using common browser diagnostic and development tools.
• 3+ years experience writing and debugging in one of the following languages: JavaScript, Python, or Java
• Proficient in Linux text processing tools (i.e. grep, cat, sed/awk, sort, uniq)
• Ability to work with complex solutions, to assess log files, to perform systematic troubleshooting, and write SQL queries.
• Proven ability to think analytically and methodically with high attention to detail.
• Excellent verbal and written communication skills with the ability to communicate technical concepts/explanations to non-technical users clearly and effectively.
• Excellent time management skills and the ability to thrive in a fast-paced, high growth, rapidly changing environment.
• Scripting or programming experience (Java, C++, Python, Perl, Bash, etc.).
• Experience supporting Enterprise Marketing environments, or related markets.
• Experience using MongoDB, Hadoop, or Atlassian products.
• Working knowledge of AWS.
• Fluent in German




About Reputation.com:

Ninety percent of buyers say online reviews influence their purchasing decisions. A difference of one “star” in a rating leads to a 9 percent difference in revenue. Yet companies struggle to ensure that their reviews and ratings reflect actual customer satisfaction.

CMOs find themselves at the mercy of algorithms they don’t control on Google, Facebook and thousands of specialty sites – where no amount of marketing spend can offset the negative impact of a weak online reputation.

We deliver the category-leading Online Reputation Management (ORM) platform for large, multi-location enterprises. Our intelligent platform helps them:
· Monitor review sites and social media
· Generate more representative star ratings and reviews
· Make operational changes to improve customer experience
· Maximize customer retention and revenue

Reputation.com is a World Economic Forum Global Growth Company and is funded by the same top-tier venture capital firms that backed Google, Skype, Intuit and Microsoft.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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