Technical Solutions Engineer (Level 1)

Act-On is a leading marketing automation company servicing thousands of customers worldwide. We are a challenger, a rebel, and a changemaker in the martech space, looking for people who question the status quo. Joining Act-On means having a real opportunity to make an impact in your work in addition to a supportive, fun and authentic culture. We are looking for an individual who is open to learn, enthusiastic and driven to fill our Technical Support Engineer role. The ideal candidate thrives in a customer focused environment and has an ability to work as part of a team. This role offers the opportunity to be a part of a World Class customer-first team of professionals, grow your technical prowess through advanced troubleshooting and explore other opportunities working cross-functionally, growing your career within Act-On.

**We are only looking for candidates with at least 1 year of recent customer service experience

What You'll Be Doing:

• Acquire a thorough knowledge of Act-On's features and capabilities, using this expertise to provide high-quality support to customers and colleagues.
• Take ownership of customer service level agreement commitments, working diligently to meet or exceed these commitments and exceed customer expectations.
• Provide technical support to customers for Act-On and related software, including peripheral applications such as internet browsers, Salesforce.com, website hosting software, APIs, and more.
• Foster positive and collaborative working relationships with colleagues in Operations and Product Engineering, working together to resolve issues and escalate as needed to achieve timely resolution.
• Proactively address customer issues demonstrating strong decision-making skills, exercising good judgment and a high level of critical thinking to ensure the best customer outcomes.
• Monitor and respond to customer support requests via email, chat, Zoom conference, and phone calls, providing top-notch service and working diligently to resolve issues, effectively managing priorities and customer facing SLA's.
• Be a technical resource for the Customer Success Team, providing support and guidance as they work to onboard and support Act-On customers.

Who You Are:

• Maintains a customer-centric approach at all times, with a strong commitment to resolving customer issues in the most efficient, meaningful, and high-quality way possible.
• Excellent written and oral communication skills, with the ability to convey complex technical concepts in a clear and concise manner.
• Has a solid understanding of the technical support landscape, having spent 1-3+ years helping customers to resolve complex technical issues and achieve their goals.
• Embraces a "we" mentality in all aspects of their work, recognizing that individual achievements are only possible through the collective efforts of the team.
• Strong work ethic and a commitment to excellence, consistently delivering high-quality work even when working unsupervised.
• Has a basic understanding of HTML, JavaScript, and CSS, with the ability to identify and troubleshoot technical issues in web-based applications.
• Is familiar with querying databases, ideally also having a foundational knowledge of SQL and the ability to execute basic queries.
• A solid understanding of desktop operating systems, including both Windows and Mac.
• Basic understanding of network troubleshooting, including concepts such as latency and connectivity issues.
• Experience working with APIs and XML, demonstrating a basic understanding of how these technologies are used to support modern software development.
• Previous experience with any of these technologies is: Salesforce.com, Sugar CRM, Microsoft Dynamics, Marketing Automation, website hosting, email delivery, and SEO.
• Has previous experience working in a SaaS support role, possessing a strong understanding of the unique challenges and requirements of supporting cloud-based software applications.

What We Offer:

• Generous Medical, Dental and Vision Benefits
• Flexible time off
• Unlimited access to LinkedIn Learning
• Monthly wellness allowance
• Monthly commuter allowance
• Stock Options and 401k plan with discretionary matching
• Flexible Spending Accounts for health and child care
• EAP access for you and your immediate family
• 3 weeks paid parental leave on top of state paid family leave, (including for fostering & adoption)
• Paid time off to volunteer
• Disability Insurance
• Life Insurance

Compensation:

The anticipated annual compensation for this position will be $47,000 - 55,000. Compensation packages are based on a combination of factors, including the selected candidate's skills, experience as well as internal and external equity.

Culture:

Our values are active guidelines we attempt to live by every day - Put People First, Be Yourself, Do Your Best (Together), and Make It Better. We are working to ensure that all our people feel seen, respected, supported and connected at work, and we celebrate our differences for all the ways they make us stronger together.

In the spirit of those values and beliefs, we are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race or ethnicity, national origin, gender identity or expression, sexual orientation, religion, socioeconomic status, disability, age, or veteran status. If you have a disability or special need that requires accommodation, please let us know.

Don't meet every requirement? Statistics show that women and people of color are unlikely to apply to jobs unless they are 100% qualified, which is rarely the case for anyone. So, let's change that statistic! We strongly encourage individuals from minoritized groups to apply, even if your experience doesn't align perfectly. If this role excites you, we want to hear from you. You might bring the exact talent and perspective our team needs!