Associate Technical Support Engineer - Tier 1
At Optimizely, we're on a mission to help people unlock their digital potential. We do that by reinventing how marketing and product teams work to create and optimize digital experiences across all channels. With Optimizely One, our industry-first operating system for marketers, we offer teams flexibility and choice to build their stack their way with our fully SaaS, fully decoupled, and highly composable solution.
We are proud to help more than 10,000 businesses, including H'M, PayPal, Zoom, and Toyota, enrich their customer lifetime value, increase revenue and grow their brands. Our innovation and excellence have earned us numerous recognitions as a leader by industry analysts such as Gartner, Forrester, and IDC, reinforcing our role as a trailblazer in MarTech.
At our core, we believe work is about more than just numbers — it's about the people. Our culture is dynamic and constantly evolving, shaped by every employee, their actions and their stories. With over 1500 Optimizers spread across 12 global locations, our diverse team embodies the "One Optimizely" spirit, emphasizing collaboration and continuous improvement, while fostering a culture where every voice is heard and valued.
Join us and become part of a company that's empowering people to unlock their digital potential
To get a sneak peek into our culture, find us on Instagram: @optimizely
Introduction
As a Tier 1 Associate Engineer within the Technical Support Services (TSS) team, you will be the first point of contact for customers using our PaaS/SaaS platforms and services. You will play a critical role in delivering fast, accurate, and reliable support that empowers customers to succeed with Optimizely products. This role supports our mission by ensuring every interaction leaves customers with deeper knowledge, actionable insights, and trust in our solutions.
Job Responsibilities
* Independently triage and resolve standard Tier 1 incidents.
* Provide prompt, empathetic and technically sound support across all channels.
* Execute service requests and provisioning tasks with minimal supervision.
* Coordinate with internal teams to manage minor deployment issues.
* Identify recurring issues and suggest improvements to documentation.
* Escalate complex issues with clear context and documentation.
* Contribute to knowledge base articles and internal process improvements.
* Document all customer interactions and resolutions with detail, clarity, and accuracy in Optimizely's ticketing system.
Expectations
* Exercise sound judgment within established procedures to determine appropriate actions.
* Identify and improve inefficient processes or propose new solutions.
* Independently decompose moderately complex tasks and execute effectively.
* Apply key learnings from past experiences to new challenges.
* Demonstrate resourcefulness and autonomy in problem-solving.
Primary KPIs
* Average First Response Time
* Customer Satisfaction Score
* Customer Effort Score
* Average Resolution Time
* Quantity of tickets worked/solved
* Ticket quality score
Knowledge and Experience
* 0–2 years of experience in a similar position
* Relevant industry-recognized certifications preferred
Knowledge of the following skills and environments:
1. Fast-paced, high-transaction NOC, Data Center, or Managed Hosting environment
2. Microsoft Azure services
3. Supporting web-based applications
4. Systems administration experience with Windows Server and SQL Server
5. Application and data security
6. CDN services
7. ITIL Foundation training and certification preferred
* Must possess a strong sense of urgency and passion for customer service
* Strong written and verbal communication skills
* Excellent troubleshooting and analytical abilities
* Ability to address problems quickly
* Ability to work independently with minimal supervision while staying focused on management-defined results
* Excellent organizational skills
* Ability to handle and prioritize multiple tasks while maintaining strong attention to detail
Education
* Bachelor's degree in computer science, IT, or Telecommunications preferred, or equivalent working experience.
Optimizely is committed to a diverse and inclusive workplace. Optimizely is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
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