We are looking for a Senior Software Support Engineer to provide technical assistance and guidance for our TUNE Partner Marketing Platform product. You'll work hand-in-hand with our most important clients; providing world class service and working on complex issues including data discrepancies, reporting troubleshooting, problematic API calls and attribution configuration.
You’ll be responsible for…
Providing comprehensive end-user product support via chat, email and phone.
Driving support requests to resolution quickly while being accountable for ticket ownership and client satisfaction.
Being a gateway to development and product improvement, preparing bug escalations and reproducing customer issues.
Working with clients, customer success managers and sales on adapting Tune’s product and service to the client’s specific business needs.
Maintaining TUNE’s industry leading customer satisfaction rate and reputation for doing anything (legal) to delight our customers.
What you’ll need…
3-5 years of proven experience troubleshooting advertising technology.
World-class customer service voice: you love delighting customers and helping them succeed with our product.
Great storytelling: you understand that how you deliver feedback makes (or breaks) the customer experience.
Empathy: this comes second nature to you. You understand the importance of our client’s issues and why it matters to them and us.
Collaborative: you love working as a team, helping everyone around you, and raising your hand when you need help in turn.
Creativity: every case is unique. You know how to adapt your existing knowledge to new scenarios.
Working knowledge of HTML, CSS, and SQL.
Solid API experience: You can call, script, and post to a standard REST API.
Excellent written and verbal communication in English.
To the top of the pile if you have…
Experience in working with distributed support teams
TUNE makes technology that powers successful performance-based marketing partnerships across mobile and web. Our Partner Marketing platform is the industry’s most flexible SaaS solution for tracking, optimizing, and managing partner programs. Headquartered in Seattle with approximately 130 employees worldwide, TUNE is trusted by innovative affiliate marketers, the largest mobile advertising platforms, and iconic brands across the globe. For more information visit www.tune.com.
Qualified applicants will receive consideration for employment and will not be discriminated against on basis of disability, veteran status, sexual orientation, gender identity, or other legally protected status.
TUNE is bringing the mobile marketing ecosystem closer together by building the most innovative solutions, teaching the industry, and connecting marketers with the best possible partners. Since the beginning of TUNE, we’ve done things differently. We believe there is a need for a marketing technology that is open and unbiased, that allows marketers and the many players across the industry to easily do business together and drive the best possible results. We have a relentless commitment to help our customers and partners win.