Client Support Engineer

Sailthru, San Francisco

Personalize every channel for every customer

The Role
We’re seeking an ambitious Client Support Engineer to join Sailthru’s dynamic team in our SF office! This is an amazing, multi-faceted opportunity where you’ll be autonomous in delivering high-level technical support to our growing customer base.

As a Support Engineer, you will be a driving force in developing processes and initiatives to improve Sailthru’s innovative suite of products and services. Our successful candidate enjoys solving complex & technical problems, is an innately investigative thinker, and strives to provide a high standard of customer satisfaction. If you have a passion for SaaS technology and continued learning, this position is for you!

What You’ll Do

  • Triage, respond to and de-escalate inbound client support requests (tickets) in a timely manner while maintaining a high standard of professionalism and client satisfaction
  • Troubleshoot all aspects of Sailthru’s digital marketing platform
  • Investigate complex customer issues, diagnose product bugs, and resolve requests
  • Liaise between clients and Sailthru’s Support, Product, and Engineering teams for extremely technical issues and escalations
  • Maintain detailed support documentation for both internal and external use to strategically identify understand customer trends
  • Contribute to the development of best practices, team processes, and peer training

Who You Are
You’re a strong communicator who understands the core principles of client services/success and takes the initiative with confidence. Additionally, you’re excited to work in a fast-paced, high-growth, and exciting technology company!

  • Highly motivated self-starter with the ability to work well individually and part of a team
  • Impeccable written and verbal communication, time management and organizational skills
  • Ability to think on your feet during challenging situations, adaptable to change, and thrive in a fast-paced environment
  • Passionate about leveraging technology to create successful customer experiences

Required Experience

  • BA/BS from an accredited university
  • 4-7 years’ in a client facing role; ideally in a technical support or customer success function
  • Experience managing a support ticket queue in JIRA, Zendesk, or similar system
  • Understanding and proficiency with one or more of the following:
    • HTML/CSS, JavaScript
    • PHP, Java
    • Web APIs (mobile app development a huge bonus!)

About Sailthru

Sailthru is turning Big Data into Smart Data—so if you’re smart and think big, you might be the perfect fit for this award-winning team. Sailthru is headquartered in New York, but has expanded to San Francisco, Los Angeles, and London. Check out their open positions.

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Want to learn more about Sailthru? Visit http://www.sailthru.com