Technical Support Engineer EMEA
- Amsterdam, Netherlands
- Department: Customer Success
As the most adopted digital experimentation software platform, Optimizely is enabling the world’s largest brands turn their data into best-in-class customer experiences. The platform’s ease of use and speed of deployment empowers organizations to create and run experiments that help them make better data-driven decisions, allowing businesses to dramatically drive up the value of their digital products. Headquartered in downtown San Francisco with offices in New York, Austin, Amsterdam, London, Cologne, Munich and Sydney, we have grown from an easy-to-use A/B testing product into a premier test and learn platform.
Our global Support Team provides premier technical support to our customers. As part of the wider Customer Success Team, Technical Support Engineers (TSEs) contribute to the teams' mission of making customers successful by enabling them to realize business value, so they remain customers for life. We set the bar high around giving our customers quick, accurate and differentiated support so they can focus on doing what they do best.
In this role, you will work closely with clients to resolve their problems including debugging complex optimization campaigns, adapting experiments to run on different media types, integrating Optimizely with other analytics platforms and helping customers interpret their results. You will be part of a team that is available to ensure the success of our clients and minimize the impact of any critical issues.
Do you possess technical acumen, love puzzles and problem-solving and genuinely enjoy working with people? Would you like to join a fun team of smart, inspired, collaborative and hard-working people from all sorts of backgrounds? In a company with core values that encourages you to learn new skills, take calculated risks, work smarter as well as better in a team? Then, we are looking for you!
What you will do
Debug customer issues, keeping ownership of cases until resolution while engaging other teams as needed
Delight our customers by answering their questions via phone and email
Partner with the Customer Education team to ensure our customer-facing materials are consistently world class
Contribute to improving our processes, systems and customer interactions by driving innovative projects to help our clients become even more successful with Optimizely
Deliver on quarterly Objectives and Key Results that align with our business goals
Work on personal projects that contribute to overall team business goals
Be on call during off hours for emergency issues one weekend every quarter
What you will learn
You'll be encouraged to advance your technical expertise, particularly around front-end and full stack technologies
Become a certified Optimizely expert and be able to demonstrate the true value of experimentation & digital optimization
How to create and successfully execute projects that are impactful on both the team and company level
Put your skills to use and create amazing experiences for customers
How to work with a world-class team, you will brainstorm, think big, innovate, learn and make data-driven decisions
- You are genuine in your desire to help others and ideally have experience in a customer-facing role
You have gained some experience in front-end web development, web analytics, mobile or full stack development or have earned a 4-year degree in a technical field like computer science, statistics or mathematics
You value a bottom-up culture and are not afraid to share your ideas
You are constantly looking for ways to do things better
You have a thirst for knowledge, often challenging yourself to learn new technologies
You love working on technical side projects to validate what you have learned
You have good time management skills and can balance numerous projects at once
You are fluent in English. Any additional European language is a strong plus
At Optimizely, we offer a wide array of benefits and perks to help our employees strike just the right balance between work time and personal time. We’re all about optimizing productivity by maximizing joy.
Catered in-office lunch and wide array of snacks
Competitive vacation policy
Fully paid health insurance, including dental and vision
Quarterly wellness subsidy
Pre IPO stock options
17 weeks fully paid parental leave for new parents
Working with a great team, in an amazing office, having a huge impact!
We embody inclusion, which is reflected in our company values where we embrace diversity and equal opportunities for everyone.