Technical Support Engineer at Optimizely

| Austin
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Company Description

Optimizely is the world's leader in customer experience optimization, allowing businesses to dramatically drive up the value of their digital products, commerce and campaigns through its best in class experimentation software platform. By replacing digital guesswork with evidence-based results, Optimizely enables product and marketing professionals to accelerate innovation, lower the risk of new features, and drive up the return on investment from digital by up to 10X. Over 26 of the Fortune 100 companies choose Optimizely to power their global digital experiences. Optimizely’s impressive customer list includes eBay, FOX, IBM, The New York Times and many more global enterprises.

Job Description

Our global Support Team provides premier technical support to our customers. As part of the wider Customer Success Team, Technical Support Engineers (TSEs) contribute to the teams' mission of making customers successful by enabling them to realize business value, so they remain customers for life. We set the bar high around giving our customers quick, accurate and differentiated support so they can focus on doing what they do best.

In this role, you will work closely with clients to resolve their problems including debugging complex optimization campaigns, adapting experiments to run on different media types, integrating Optimizely with other analytics platforms and helping customers interpret their results. You will be part of a team that is available to ensure the success of our clients and minimize the impact of any critical issues.

Do you possess technical acumen, love puzzles and problem-solving and genuinely enjoy working with people? Would you like to join a fun team of smart, inspired, collaborative and hard-working people from all sorts of backgrounds? In a company with core values that encourages you to learn new skills, take calculated risks, work smarter as well as better in a team? Then, we are looking for you!

What you will do:

  • Debug customer issues, keeping ownership of cases until resolution while engaging other teams as needed
  • Develop your skills in web technologies such as JavaScript, CSS, HTML, React, Angular and full stack development that are used on our customers' websites and apps
  • Delight our customers by answering their questions via phone, email, and chat
  • Contribute to our customer-facing knowledge base to ensure they are consistently world class
  • Contribute to improving our processes, systems and customer interactions by driving innovative projects to help our clients become even more successful with Optimizely
  • Deliver on quarterly Objectives and Key Results that align with our business goals
  • Work on personal projects that contribute to overall team business goals
  • Based on business needs be on call during off hours for emergency issues every quarter.
  • Based on business needs be available to cover Phones and/or Chat until 8pm CT

What you will learn:

  • You'll be encouraged to advance your technical expertise, particularly around front-end and full stack technologies
  • Become a certified Optimizely expert and be able to demonstrate the true value of experimentation & digital optimization
  • How to create and successfully execute projects that are impactful on both the team and company level
  • How to work with a world-class team, you will brainstorm, think big, innovate, learn and make data-driven decisions

Qualifications

  • You are genuine in your desire to help others and ideally have experience in a customer-facing roleSome experience in front-end web development, web analytics, mobile or full stack development
  • Working knowledge of web technologies
  • Strong critical thinking, analytical and problem-solving skills.
  • Value a bottom-up culture and are not afraid to share your ideas
  • Have a thirst for knowledge, often challenging yourself to learn new technologies
  • Have great time management skills and can balance numerous projects at once
  • Comfortable with occasionally travelling and working from one of our other offices

Preferred Skills

  • Understand how to read and write Javascript, HTML, and CSS
  • Basic SQL knowledge specifically MySQL, Postgres, or HIVE SQL
  • You dabbled in analytics platforms such as Google Analytics or Adobe Analytics

Additional Information

Perks:

  • Wellness Grant
  • Full medical insurance with very low co-pay and deductible. HMO, PPO, and HSA options available
  • Full dental coverage including orthodontics
  • Full vision coverage including contacts
  • Dependents 100% covered for medical, dental, and vision
  • Unlimited vacation policy and seventeen weeks of paid parental leave
  • 401k benefit
  • Working with a great team and having a huge impact!

At Optimizely, we embody inclusion and embrace diversity. Optimizely is an equal opportunity employer and makes employment decisions on the basis of merit. Optimizely prohibits discrimination based on race, color, religion, sex, sexual identity, gender identity, marital status, veteran status, nationality, citizenship, age, disability, medical condition, pregnancy, or any other unlawful consideration. All your information will be kept confidential according to EEO guidelines.

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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • jQueryLibraries
    • ReactLibraries
    • AngularJSFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • SAP HANADatabases

Location

3300 N I-35, Austin, TX 78705

An Insider's view of Optimizely

How would you describe the company’s work-life balance?

Optimizely is also a place where work-life balance is a real thing. Unlimited vacation means that I’m trusted to take time off when I need it. I’ve also been able to work remotely from Tahoe so that I can drive up when there’s less traffic, and from Boston so that I can spend time with my family.

Lauren

Client Engineer

What does your typical day look like?

I joined Optimizely to work on a product I loved using. It was fitting that my first project was fixing a pain point I had experienced as a customer! Not only was it satisfying to deliver a feature that I knew was going to help my colleagues at a previous company, but I was also able to use an awesome cloud native AWS tech stack to deliver it.

Ben

Sr. Software Engineer

What makes someone successful on your team?

Software engineering here isn’t about someone going off on their own with a problem and coming back with a solution. We design solutions as a team of individuals, each bringing their perspective to the table. I’ve found this way of designing has helped me grow as engineer over the years and to deliver the best results possible to our customers.

Nick

Backend Engineer

How do you empower your team to be more creative?

As a leadership team, we are deeply committed to creating a culture based on inclusion, experimentation, innovation, and feeling empowered to take risks. To be successful, we have to be exceptional performers. And to be exceptional performers, we have to have passionate people driving the way.

Erin

Chief People Officer

What are some things you learned at the company?

It inspires a lot of pride knowing that I work on the best in class experimentation product and one that brings real ROI to some of the world's largest global brands . I didn't realize how much I cared about products until I joined Optimizely.

Jess

Senior Software Engineer

What are Optimizely Perks + Benefits

Optimizely Benefits Overview

At Optimizely, we offer a wide array of benefits and perks to help our employees strike just the right balance between work time and personal time. We’re all about optimizing productivity by maximizing joy.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Disability insurance covers 60% of annual salary up to $2500 monthly maximum payout.
Dental Benefits
Our dental plan covers $2000 of expenses.
Vision Benefits
The vision benefits plan covers 100% for annual eye exams with $150 for glasses and contact lenses.
Health Insurance Benefits
Life Insurance
Life insurance is equal to 2 times an employee's annual salary.
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 17 weeks of parental leave for the primary caretaker and 17 weeks of leave for the secondary caretaker.
Flexible Work Schedule
Optimizely provides employees with a flexible work schedule that includes flexible start and end times.
Remote Work Program
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
We offer pre-tax commuter benefits for all employees. In Austin, Optimizely will cover the first $250 of commuting expenses each month.
Company Outings
Optimizely hosts company outings Semi-annually.
Free Daily Meals
Employees get free lunch on Monday, Tuesday, Wednesday, Thursday, Friday.
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Happy hours are hosted at team's discretion.
Parking
We offer employees a commuter subsidy that can be put towards parking.
Fitness Subsidies
Optimizely provides employees a $500 wellness grant every year.
Professional Development Benefits
Job Training & Conferences
Optimizely offers employees professional development opportunities like Annual individual budget for training, Onsite training courses, The ability to attend job related conferences and seminars.
Tuition Reimbursement
Our tuition reimbursement plan offers an annual max of $600.
Diversity Program
Lunch and learns
We host lunch and learn meetings on occasion.
Promote from within
Continuing Education stipend
We offer $600 annualy for continuing education.
Online course subscriptions available
Customized development tracks
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