Technical Product Support Specialist

About the job **About Us** **The Company**:Dotdigital is a thriving global community of passionate, dedicated professionals, committed to the collective success of the organization and its clients. Our core principles of innovation, teamwork, and client-focused solutions drive us to approach challenges with a growth mindset and take ownership of our work. At Dotdigital, collaboration and curiosity pave the way for meaningful connections and learning opportunities with diverse peers. Our work environment encourages knowledge sharing, fosters exploration, and cherishes creative ideas. Combined, these guide us towards a shared vision in which brands around the world exceed customer expectations through the adoption of responsible marketing practices. **About the role** **Dotdigital** - Investigate and resolve complex customer problems across CRM/ecommerce integrations, APIs, program automations, web tracking, domains/DNS, and campaign management. - Mentor Tier 1 and Tier 2 colleagues, sharing best practices and contributing to internal documentation. **Fresh Relevance** - Build deep product knowledge across the Fresh Relevance platform, including personalization scripts, data feeds, and advanced use cases. - Troubleshoot issues related to website tracking, dynamic content (banners, recommendations, overlays), JavaScript and template logic, and attribution/analytics discrepancies. - Support ecommerce and CRM integrations (e.g., Shopify, Magento, Salesforce) alongside REST/JavaScript APIs. - Partner with script writing and QA teams to validate solutions, review code, and support custom use cases. - Contribute to process improvements and advocate for customer needs through collaboration with Product and Engineering **You'll resolve issues related to**: - CRM and ecommerce integrations (Magento, Shopify, Salesforce, BigCommerce, Dynamics, etc.) - APIs, webhooks, and REST integrations - Website tracking, event-based data capture, and GTM containers - Dynamic content and personalization logic (Liquid, Handlebars, Nunjucks, etc.) - Importing/exporting structured data (CSV, TSV, JSON) - Domains, DNS, and deliverability configurations - Artificial Intelligence features within the platform **About You** **These are the essential skills we need you to bring to us**: - 4-6 years of experience in technical support, implementation, or solutions engineering (SaaS/MarTech/ecommerce preferred). - Strong grasp of browser technologies (DOM, HTTP, HTML, CSS, JS). - Experience troubleshooting APIs with tools like Postman. - Familiarity with templating languages (Liquid, Django, Handlebars, Jinja, etc.). - Proven ability to manage complex investigations and prioritize effectively in a fast-paced environment. - Empathy-driven communication skills with both technical and non-technical audiences. - Bonus: experience with Python, advanced scripting, or data layer interpretation. **Why Us** - Don’t just take our word for it - hear what your future colleagues have to say about working in our team:_ - "Working at Dotdigital is a fulfilling experience. The job's nature and flexibility, combined with strong ethics, create a fantastic work environment. The camaraderie within the team is outstanding, ensuring you're never working alone - truly a great company with great people." Unarine - Integrations Engineer_ **Interview Process** - 15 minute screening call - 60 minute general interview with hiring manager and member of the team - 60 minute technical interview with hiring manager and senior leadership - 60 minute final interview with senior leadership **Some of Our Global Benefits** - Parental leave - Paid sick leave - Dotdigital day - Share reward - Wellbeing reward - Wellbeing Days - Loyalty reward **DEI commitment** **Legal statement** Pay: $80,000.00 - $100,000.00 per year Work Location: Hybrid remote in Sydney NSW 2000