Technical Support Specialist

7 days ago

Sydney, Australia Movable Ink Full time

-Movable Ink scales content personalization for marketers through data-activated content generation and AI decisioning. The world's most innovative brands rely on Movable Ink to maximize revenue, simplify workflow and boost marketing agility. Headquartered in New York City with close to 600 employees, Movable Ink serves its global client base with operations throughout North America, Central America, Europe, Australia, and Japan.

As a Technical Support Specialist you will be challenged with investigating and resolving complex customer issues escalated by our clients, Client Experience and Solutions teams.

Additionally you will have the opportunity to be innovative and forward-thinking, creating documentation, streamlining processes, and building internal tools and features to address common customer issues and gaps in product functionality. In effect you'll be solving difficult problems upstream to improve both product quality, as well as the overall customer experience.

**This role requires either a Sunday to Thursday or Tuesday to Saturday schedule.**

**Responsibilities**:

- Become a technical expert in Movable Ink's Products and custom solutions
- Take ownership of client and internal support requests from initial contact to resolution including troubleshooting, determining root cause, and ensuring that the initiator understands the resolution
- Provide customer feedback to our Product and Engineering teams
- Write documentation, knowledge base articles, and tutorials to improve the customer experience of Movable Ink's products and services
- Able to participate in on-call rotation approximately once per month

**Qualifications**:

- Demonstrated ability to solve technical problems
- Ability and willingness to work a shifted schedule, either Sunday to Thursday or Tuesday to Saturday
- Desire to educate others in Movable Ink's Products and technical knowledge to reduce repeat support requests
- Basic experience with support tools such as Django, Kibana, Jenkins, Google Cloud Platform, Grafana, and AWS Cloud Watch or similar.
- Solid knowledge of web technologies/tools (Web Services, API's, HTML/CSS, relational data, etc.)
- Experience with at least one of the languages that underpin the modern web (JavaScript, Python etc.)
- Solid knowledge of databases including SQL
- Solid understanding of browser debugging (XMLHttpRequests, analyzing page source, HAR captures, iFrame behavior, Meta tags, performance testing, etc)
- Solid understanding of cloud hosting platforms

We welcome and employ people regardless of race, color, gender identity or expression, religion, genetic information, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, ethnicity, family or marital status, physical and mental ability, political affiliation, disability, Veteran status, or other protected characteristics. We are proud to be an equal opportunity employer.

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