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Technical Services Engineer/ConsultantEmarsys Limited
Technical Services Engineer/ConsultantEmarsys Limited
Job Highlights
  • HTML and Database experience required
  • Regional experience perferred
  • Strong written and verbal communication skills
Job Description

As a key member of the Emarsys service organization, you will act as an escalation point (2nd line support) for the first line support team. Your advanced technical and application knowledge and creative problem solving skills will ensure maximum client satisfaction with our products and services. 

 

The role is perfect for someone with an advanced technical background and/or knowledge who enjoys assisting and supporting both our Clients and internal teams in solving more complex technical issues, in addition to sharing knowledge and training other support members. 

 

Working primarily within our cutting-edge self-service support portal, you will efficiently utilize all available tools and resources in addition to liaising with cross-functional internal teams in order to provide our clients and the first line support team with the most accurate answers to their questions and the most effective solutions to their issues within the shortest time possible. Your service to our clients and to the first line support teams is a most invaluable and integral part in ensuring the satisfaction of our clients and their subsequent retention.

 

YOUR KEY RESPONSIBILITIES:

 

  • Act as the backbone and point of escalation for the first line support team and success management when it comes to solving Clients’ advanced technical issues and requests 
  • Provide 2nd-level support to Clients and assist them in designing and implementing standard and custom solutions
  • Identify and troubleshoot technical issues and escalate to 3rd line support when required. 
  • Escalate to line managers and Client Success Managers when an issue may impact the revenue and/or the relationship with the client
  • Communicate progress of issue resolution to the client and first line support in a timely manner while trying to meet and exceed the assigned SLAs
  • Deliver technical instructions and complicated solution descriptions in a professional, error-free and simple-to-understand manner
  • Work closely with Professional Services (Project Managers, Solutions Architects & Strategic Consultants) to ensure the successful delivery and integration of our standard and custom solutions according to the clients’ needs and defined objectives
  • Hold training and knowledge sharing sessions on case resolutions with other team members
  • Work closely with Product Owners and - Managers to provide input on possible product improvements and assist in implementing and testing new features
  • Your expertise and qualities will be needed to provide continuous input on the best possible ways to improve our support process and drive efficiency within the team.

 

 YOUR PROFILE:

  • A strong technical background with SaaS products and a preferred focus on online marketing.
  • Advanced knowledge and hands-on experience web technologies and standards (HTML & CSS/DNS/SMTP/API/data transfer protocols and databased)
  • At least 1 year hands-on experience with a programming language (PHP, JavaScript preferred)
  • Knowledge of MySQL and Linux
  • Ability to analyse and troubleshoot technical issues and deliver technical instructions to non-technical audience 
  • Very good communication skills (written and verbal) over the phone, via email and on live chat. 
  • Must be a team player, with outstanding motivation and strong commitment to your role 
  • Friendly, personable and approachable, with the ability to multi-task and work under pressure
  • Proficiency in English language skills, second language is desirable
  • Candidates with less working experience will also be considered for entry level hire.

 

WHAT WE OFFER:

  • Regional APAC hub with all rounded functions to support our regional teams in Hong Kong, Shanghai, Singapore, and Sydney
  • High growth industry and with some of the most innovative products in Marketing Technology
  • Collaborative and helpful teams who are supportive and will go out of their way to help you out!
  • Young and dynamic work environment with open office plan. Sometimes you even catch up having fun with our in-office games – That’s what we call team building!
  • Cool staff pantry with a large variety of Snacks and fresh fruits delivered weekly
  • Competitive salary plus additional performance-related rewards

 

DIRECT FROM OUR STAFF:

  • “I love the people I work beside. Emarsys has created a family.”
  • “I love having the freedom to experiment and fail, and still support my actions.”
  • “We all work hard and are recognized for doing so.”
Additional Information
Years of Experience
Not Specified
Employment Type
Full Time, Permanent
Benefits
Dental insurance, Five-day work week, Life insurance, Medical insurance, Overtime pay
Company Website
Company details

Emarsys is a fast growing global technology company who values innovation.  Born in 2000, we provide a cloud-based software as a service (SaaS) to over 2,000 leading marketing organizations in over 140 countries focused on scaling truly personalized customer interactions regardless of channel (email, web, mobile, social).  

Emarsys continues to be the partner of choice for marketers because our 600 team members in 15 offices are focused on engineering innovation into our platform, solving marketing challenges for our customers as a true partner, and helping one another succeed. 

If you are looking for a rewarding opportunity with a company that values professionalism, has a global footprint, is fast paced, and fun, we challenge you to invest your most important asset – your time – with us.