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TITLE

 

Enterprise Success Engineer

COMPANY

 

Engagio

LOCATION

 

San Mateo, CA, US

Description

What we're Building
Engagio is built for marketers, by marketers. Engagio’s Account Based Marketing Automation Platform enables B2B marketers to execute and measure account-centric programs in one complete solution.  With Engagio, companies can now operationalize "Account Based Marketing" to engage with their best prospects and customers, get deeper insights at the company level, and measure the success of their programs. This isn’t our first rodeo. Engagio has over $32 million in funding from Norwest, FirstMark, Storm Ventures, and First Round Capital and our CEO, Jon Miller, has been instrumental in building two of the largest marketing technology companies in the past 20 years including Epiphany (IPO: 1999); and most recently as co-founder of Marketo; (IPO: 2013 - Sold to Adobe for $4.8 billion in Sept. 2018). Additional senior leaders come to us from DemandBase, Marketo & Platfora (big data). 
 
 
Success Engineering
At Engagio, we see "Success Engineering" playing a key role between engineering and our customers.  We are looking for an experienced Enterprise Technical Support Engineer to assist our enterprise level business customers with our Account based marketing automation platform. Your strong technical abilities, Enterprise customer experience, advanced problem-solving skills, and an ability to build strong customer relationships will help Engagio deliver enterprise-level technical guidance and support to our most important customers.  This role has two main components; externally, you'll be helping our customers set up Engagio and answering the technical questions that come up. Internally, you'll be leading efforts to make yourself and the rest of the Engagio team work and scale as efficiently as possible.

Responsibilities

    • Will be a key point person for enterprise accounts
    • Meet or exceed customer satisfaction and productivity metrics
    • Develop trusted relationships with technical personnel and executives and provide a personalized level of customer support
    • Handle technical escalations and support all customers including enterprise
    • Use JIRA to enter and track bugs and features
    • Collaborate with engineers, sales engineers, sales representatives, onboarding specialists and customer success managers on various customer issues and internal education opportunities
    • Contribute to product documentation, customer knowledge base, and best practices guides
    • Create internal tools and scripts to help you do your and everyone else’s job more efficiently and intelligently. We primarily use Javascript, Scala, Node.js, React, and of course some HTML and CSS too.
    • You will have SSH access to Production and be responsible for troubleshooting problems in Production

Qualifications:

    • 2+ years of experience providing technical support to enterprise level customers, ideally within SaaS companies
    • Ability to read, understand, and write production level code to identify and resolve bugs as needed
    • Bachelor’s degree in a technical field and/or comparable industry certifications and experience
    • Strong organizational and time management skills
    • Excellent verbal and written communication skills
    • Team player with positive attitude
    • Ability to read, understand, and write SQL is a plus
    • Experience creating web applications is a plus
    • Experience working as a software engineer is a plus
    • Experience with marketing automation or sales technology is a plus
Goals in the first 90 days:
30 Days
Holistic understanding of Engagio and how Engagio works and integrates with other systemsSuccessfully able to navigate Help Scout and know how to create Jira ticketsReview and comprehend Engagio documentation and contribute to at least one knowledgebase articleSuccessfully complete all courses in Engagio’s Dive School (Learning System) 60 Days
Ability to effectively triage and respond to Level 1 & 2 support inquiries independentlyRide along on live customer debugging callsUnderstand how Engagio’s Lead to Account matching works, ability to create custom formula fields in SFDCBe comfortable giving product feedback internallyBe able to manage documentation website
90 Days
Product knowledge and ability to navigate all areas of the platformStrong understanding of ABM and B2B Marketing and ability to articulate Engagio’s value prop within this spaceAbility to effectively triage and respond to a production down issue with minimal assistanceAbility to effectively triage and resolve “product question” inquiries independentlyAbility to independently find points of error and identify root causes by examining log filesComfortable participating in Enterprise and Strategic customer calls providing confident technical guidance and supportAbility to create ongoing KB articles that will benefit all customers
 
Mission 
Build a great software company, united by a common vision of the 1:1 future that uses data and analytics to make every interaction more intelligent, more personalized, and more relevant. 
  
Values 
1. Freedom and Transparency  
2. Happiness and Positivity  
3. Excellence and Execution 
  
Perks include: 
Free Philz coffee 
Medical, dental & insurance 
401k  
Commuter Benefits 
Guaranteed annual 3.14 pay increase 
Great downtown San Mateo location Close to Caltrain 
Flexible work hours 
Unlimited vacation 
Fun monthly events 
Fully stocked kitchens 
Weekly educational classes & catered lunch 
  
*Engagio is an equal opportunity employer. * 
Candidates must complete in order to qualify for the position: 
Criminal background check 
Reference checks 
Education verification 

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