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Senior Technical Support Engineer: Conversion Tracking/API/Customer Experience

at Clickable Inc. in New York, NY   —   Jul 11, 2014   |  
Do you want to be a part of a start-up wanting to revolutionize online advertising? Are you passionate about being a part of the next revolution in online advertising and working with other smart people to solve challenging problems and create new value in the SEM industry?

Clickable, Inc. is looking for a highly motivated Senior Technical Support Engineer who understands the meaning of world-class service. As a Senior TSE representing our API/Customer Experience services, you will be part of a team of resources dedicated to helping our customer issues in using Clickable’s suite of tools, and ensure they receive the ongoing technical support they need to be successful.
More specifically, this person will:
Serve as a customer liaison, troubleshooter and escalation point for Customer Experience technical issues, including:
Work with customers and internal partners to gather issue information and business impact and resolve issues, engaging additional teams and resources as needed
Create post-mortem and resolution documentation for issues
Compose timely world-wide correspondence, presentations or other materials to partners or customers as appropriate
Create process or troubleshooting documentation in the support knowledge base
Manage the implementation of conversion tracking scripts for customer landing pages, including troubleshooting and issue resolution
Participate in conference calls with partners and customers and conduct system reviews with key customers
Become expert on the Clickable platform and roadmap and provide expertise and guidance to our customers in advance of changes
Create and run SQL queries
Coordinate the creation of support policies, processes and documentation
Work with customers to integrate their advertising tools with Clickable’s APIs
Help foster innovation in tool and process development by:
Submitting feature requests for future releases
Identifying bugs in the tool set and providing supporting analysis/ impact information to product and development teams
Additionally, the Senior TSE:
Loves working with customers
Has maturity to understand business perspective
Has great presentation skills to be able to bring forth salient points; highlight key achievements and identify areas of concerns
Has ability to identify trends and takes action to help broader team
Works independently
Has ability to present a different perspective, and to respectfully disagree
Has great time management skills, and the ability to prioritize tasks and to communicate task status at various stages appropriately
Gets great feedback from partners and stakeholders
5-7 years experience in a support or development organization, preferably in the online industry for a high volume commercial website or service.
Technical consulting experience working directly with high profile customers.
3+ years using at least two of the following: .NET (C#), Java, JavaScript, Perl, PHP, XML.
3+ years experience working with Web Services (client/server platforms)
Strong understanding of internet trends and industry players.
Self starter approach to work, with an eagerness to consistently meet and exceed commitments/objectives and take on more responsibility.
Exceptional research, analytic, presentation and communication (written and verbal) skills.
Strategic thinker with proven problem solving skills, with the ability to work within a team to meet support goals and objectives.
Demonstrated ability to research and analyze problems and develop solutions.
Demonstrated ability to manage multiple priorities and projects simultaneously, work in a fast-paced environment and accomplish results through influence while meeting deadlines.
Proven quantitative skills and Excel skills.
Highly organized, analytical, and detail-oriented
Flexible and able to adjust priorities as situation demands.
Strong written and verbal communication skills.
Highly energetic personality; great team player.
Extremely detail-oriented.
Ability to understand and implement specific directions.
Ability to acknowledge potential issues and escalate to appropriate personnel. Ability to exercise independent judgment.
Ability to be a team player and have a can-do attitude.
Paid search experience strongly preferred.
5+ years experience working in a high demand customer service/solution architect role.
2 + years SQL experience preferred
Demonstrated success in an entrepreneurial environment is preferred.
Experience working with customer developers (API, SDK, program support etc) preferre
Functional Knowledge
Cross-Group Collaboration
Communication Skills
Customer Focus
Drive for Results
Problem Solving
Self Development
Dealing with Ambiguity
Intellectual Horsepower
Strategic Thinking
• BS in Computer Science, Engineering or related technical discipline preferred
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