Technical Support Engineer

  • Full-time

Company Description

Lytics is an enterprise software company whose products help companies automate personalized marketing experiences through the industry’s most advanced customer data platform (CDP). Popular media, publishing, banking, and tech brands use Lytics to execute one-to-one marketing programs that their customers welcome. We are a tech startup headquartered in the Pearl District of amazing Portland, Oregon.

Job Description

Lytics is seeking a Technical Support Engineer (TSE) who is comfortable both solving technical problems and providing solutions to our customers. You will be involved in understanding, communicating, and resolving complex web & data situations while delivering amazing customer support experiences to a wide spectrum of users. You are committed to improving processes, solving problems, and have the technical chops to dig deep to find the root cause of an issue. This position is expected to grow into a leadership role.

We are looking for an individual with a great sense of humor, an eagerness to learn, and a willingness to own the resolution of problems. You enjoy code and data in one moment and interacting with people the next. If this sounds like you, we would love to talk!

Responsibilities

  • Provide world-class support to our customers, taking ownership for issues from initial contact to resolution.

  • Own current and future Zendesk support operations.

  • Troubleshoot customer websites with the Lytics Javascript tag installed. You will be inspecting data transfer, third-party javascript integrations, and web network requests.

  • Read and write SQL-like languages to extract and manipulate data in the Lytics Customer Data Platform (CDP) organized as a graph database.

  • Partner with the Engineering and Development teams to identify bugs and software improvements.

  • Write documentation, knowledge base articles, and tutorials to improve the customer experience.

  • Participate in the QA process of current and new products/services.

  • Contribute to the development of our internal support tools and account management system.

  • Do whatever it takes to provide an outstanding customer experience.

Qualifications

  • BS in Computer Science or equivalent with at least 2 years in a Technical Support role.

  • Working knowledge of Linux and/or Mac OS X command line.

  • Familiarity with at least one server-side language such as Go, Python, PHP, etc.

  • Understanding of relational databases and ability to write basic SQL.

  • Ability to debug HTML, CSS, and Javascript.

  • Good with people. Always.

  • Strong written and verbal communication skills. Ability to communicate with both technical and non-technical users

  • Must thrive working in a fast-paced and changing startup environment

  • If you love delighting people and digging deep to find root causes and/or solutions to technical problems you will be successful here

Additional Information

This position is in Portland, OR. 

All your information will be kept confidential according to EEO guidelines.