Technical Product Support Specialist

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.

The Product: Dotdigital is an all-in-one customer experience and data platform (CXDP) that empowers marketing teams to exceed customer expectations with highly personalized cross-channel journeys. With Dotdigital, marketers can seamlessly unify, enrich, and segment customer data. Breaking down data silos, Dotdigital streamlines decision-making and paves the way for marketing creativity that delivers customer engagement at scale. With powerful AI capabilities, Dotdigital makes it easy to automate deeply personalized experiences across web, email, SMS, WhatsApp, chat, push, social, ads, and more.

About the role

You'll be supporting multiple applications across Dotdigital's product ecosystem, with a primary focus on the Dotdigital and Fresh Relevance platforms. This means building expertise in both core marketing automation and advanced personalization, while also handling the integrations and technologies that connect them. You'll act as a trusted escalation point for complex cases, bridging customer needs with technical solutions, and ensuring a consistent, high-quality support experience across brands.

In this role you'll:

• Deliver outstanding customer service to both technical and non-technical audiences.
• Respond to customer queries in a timely, efficient, accurate, and empathetic manner.
• Support a wide range of integrations and related technologies.
• Investigate and resolve application issues using critical thinking and established processes.
• Escalate cases appropriately when additional expertise is required.
• Contribute to internal documentation, best practices, team processes, and peer-to-peer training.

You'll resolve issues related to:

• CRM and ecommerce integrations (Magento, Shopify, Salesforce, Dynamics, and more)
• APIs and webhooks
• Artificial intelligence features
• Data management
• Email and SMS marketing campaigns
• Web pages and forms
• Program automations
• Web tracking and analytics
• Domains and DNS

About You

These are the essential skills we need you to bring to us:

• 3-5 years of experience in technical support, implementation, or solutions engineering (SaaS/MarTech/ecommerce preferred)
• Experience troubleshooting APIs using tools like Postman.
• Exposure to software integrations in ecommerce or CRM environments.
• Proven ability to manage complex investigations and prioritize effectively in a fast-paced environment.
• Empathy-driven communication skills that work with both technical and non-technical audiences.
• Hands-on experience with HTML and CSS.
• Familiarity with marketing automation platforms.
• Exposure to templating languages (e.g., Liquid, Handlebars, Twig) for dynamic content.

The small print:

• We work a few different shift patterns (8-4, 9-5 and 10-6, Mon-Fri) to support customers. We'll do our best to assign you a preferred shift, but you'll need to be happy working any of these shifts
• We have an on-call rota for weekends, meaning you'd need to be 'on-call' for serious application issues for 1 weekend in about every 10 weeks.

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

As an equal opportunities employer we are committed to equality in all its practices with regard to race, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation. If you have any additional requirements or adjustments to assist an application then please don't hesitate to contact us and advise us how we can best support you.

Legal statement

No agencies/recruiters please. We are only accepting applications directly from the applicants. If you are a recruiter, please refrain from reaching out to our staff about this position. Anything contrary will be treated as unsolicited approach under the applicable data protection law.

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