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.

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.

Dotdigital

• Become a subject matter expert on advanced Dotdigital functionality and integrations.
• Investigate and resolve complex customer problems across CRM/ecommerce integrations, APIs, program automations, web tracking, domains/DNS, and campaign management.
• Provide empathetic, clear, and technically accurate support via live chat, email, and phone.
• 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
• Email/SMS campaign workflows and automations
• 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

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.

Job Type: Full-time

Pay: $80,000.00 – $100,000.00 per year

Work Location: Hybrid remote in Sydney NSW 2000