Technical Support / Solution Engineer

Autopilot, Sydney, Australia

Remarkable team. Remarkable software.

Duration: Full-Time

At Autopilot, the support team is a core part of our customers’ success. In addition to helping thousands of Autopilot users build remarkable customer journeys, they are also fierce advocates who push internally to ensure our customers get the best experience possible.

This role is technical and requires some experience with web development, APIs and supporting (or integrating with) with SAAS solutions. You must have at least a basic understanding of the *nix command line, or some other form of similar technical depth. You will be expected to develop a foundational understanding of marketing automation, but a prior knowledge is not necessary.

In this role, our customers become part of your team. Not only do you take ownership of their integration and API issues through resolution, you also will seek out other solutions that will ensure their Autopilot experience is top-notch. You are the backstop who provides technical understanding and depth when we escalate our customers interests within Autopilot. You will primarily provide support over email, but won't shy away from a phone call or a chat session if that is a more effective way to support a customer. You will also help develop tools and script that will help troubleshoot, test and make the team more productive.

These statements describe you:

2+ years of technical experience (tech support, QA, dev, professional services, IT)
Solid understanding of internetworking, HTML/CSS, HTTP, DNS and Email
You’re a team player who knows when to follow and and when to lead
You have experience with a command line interface
You can break down issues into clear problem-solving steps
You are coachable, welcome constructive feedback and are always looking for ways to improve
You enjoy interacting with people and understand that successful communication is a two-way street
You're able explain complex issues in simple terms for non-experts. This also means having the patience to try a few different paths.
You can adapt to shifting priorities and situations

In a perfect world, you have:

4+ years of technical support, professional services, quality assurance or development experience
Experience documenting best practices, how-to's or other forms of instruction

Perks of being an Autopilot-er

Training and support for professional development and growth
Allowance for marketing-specific training and education
Join an international team of remarkable, innovative and social people
Own a part of Autopilot: every team member receives generous stock options
Generous paid time off policy
Ability to work remotely: feel like working from home 1-2 days a week, no problem
Great setup including a brand new computer of your choice
Long term opportunities to grow, learn and "needle move" your career

Autopilot is on a mission to help marketers create remarkable customer journeys and drive revenue. Our visual canvas interface includes automation features for acquiring, nurturing and growing customers, while the platform connects with Salesforce, Slack, Segment, Twilio, and 500+ other apps. Autopilot helps customers like Lyft, Mixpanel, Dolby, Freshdesk, LiveChat, and thousands more to gain a centralized view their contacts, and personalize real-time messaging and lifecycle content nurturing across online, offline, and mobile channels.

Founded in 2012, Autopilot is based in San Francisco and has raised $20.5M in venture funding. Backers include Salesforce Ventures, Rembrandt Venture Partners, Stage One Capital, Southern Cross Venture Partners, Blackbird Ventures, Tim Draper, and Terry Garnett.

For more information visit https://autopilothq.com/company/about.html.

About Autopilot

What we're about Our mission is to empower companies to create remarkable marketing journeys. Every day Autopilot helps companies of all sizes and industries to automate their marketing, rekindle old customer relationships, reach new audiences, and grow their bottom line. Our Story Autopilot was founded in 2012, by three Australian brothers, Mike, Chris, and Peter, while living in Bondi Beach, Australia. After years of pain and frustration stitching marketing tools and data together for some of Australia's leading tech companies, they recognized a clear gap in the market for marketing automation software that is as easy to use as a whiteboard, that plays nicely with other technologies, and can be tried and bought right over the web. Autopilot has grown rapidly to support millions of contacts, raise $32M in funding, and launch the industry’s first self-service, multi-channel marketing solution.