Position Title: Technical Support Engineer
Reports to: Vice President of Engineering
Company Information
iPromote was created to make display advertising accessible and affordable to every business, regardless of budget, through technology designed from the ground up to service and support the unique needs of the SMB market. Our objective is to empower enterprise resellers to sell display advertising efficiently at scale through purpose built tools and technology enabling a high level of automation and performance.
Purpose of Position
The objective of the Technical Support Engineer is to be a bridge between the Customer Support and Engineering departments. Through deep knowledge of our platform and technical skills, the Technical Support Engineer remediates technical issues that are escalated from the Customer Support department. The Technical Support Engineer splits time between technical support and entry-level software engineering.
Please watch the below videos to see who we are and what we do:
https://vimeo.com/691172804
https://vimeo.com/694657317/ce01d966b6
Responsibilities will include, but not be limited to:
Point of contact for Customer Support for all escalated support tickets that need technical support
Prioritize the queue of escalated tickets according to customer impact
Facilitate resolution for certain tickets using ad-hoc queries, scripts, and programs Create new and maintain existing queries, scripts, and programs
For tickets with no clear way of resolving, work with Engineering staff to identify root cause
Identify bugs and generate detailed and actionable bug reports for Engineering, taking notes of steps that can be repeated to reproduce the issue
Communicate to Customer Support and/or Engineering managers to help prioritize the new bugs according to customer impact
Identify gaps in current tooling that are time consuming from a technical support perspective and/or time consuming for the Customer Support staff. Generate feature requests for new self-service functionality for the end-user application or administrative tooling, as appropriate
Monitor production servers and logs, working with engineering to either resolve regressions immediately or create tickets for following-up on any issues
Desired skills and qualifications:
Strong interpersonal and organizational skills
Outstanding ability to think creatively to identify and resolve problems
Expert communicator. The person in this position will need to be able to communicate with the appropriate level of detail to different audiences: Customer Support, Engineering, and Management
Appetite to keep own skill-set current and stay apprised of changes to our software
Ability to troubleshoot technical issues involving the interaction of a complex set of application systems
Ability to author and run ad-hoc SQL scripts for troubleshooting data-related issues
Ability to author and run ad-hoc PHP scripts for solving issues that can be solved via our API, but not our front-end
Familiarity with web application architecture (frontend, backend, APIs, servers, databases, etc.)
Familiarity with PHP and .NET
Familiarity with the software development lifecycle (SDLC)
Familiarity with Git source code control and debugging code
AI experience desired but not required
Company benefits:
Comprehensive medical, dental, vision, life insurance and long term disability benefits.
4% employer matched 401k plan upon hire
Competitive vacation and sick pay along with generous paid holidays and office closure days
Although meetings might be required in person from time to time, this position could be done remotely
Pay will depend heavily on prior experience. Range is between $50,000 and $70,000/annually
