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Posted 4 months ago
Requirements and responsibilities
OverviewProvide a world class product and service experience for Marchex internal stakeholders using excellent interpersonal, communication, and problem-solving skills. The Product Support Engineer must bring a strong sense of urgency to managing requests from our internal customers. They are comfortable making independent decisions to provide customer solutions and exercise sound judgment to resolve issues. Marchex Product Support Engineers strive for excellence in their work product and maintain a high willingness to learn.Job ImpactThe Product Support Engineer provides support to the business owners of our most strategic clients and prospects. This position has a unique role in ensuring our Engineering resources are only engaged in support activities when their specific skill set is required. They are the connection point between customer-facing (Tier 1) and product/engineering teams (Tier 3).TeamThe Tier 2 Support team at Marchex is critical in enabling the long-term success of our customers. The Tier 2 Support team is at the core of a streamlined support process; they are the link between business and technical teams internal to Marchex. This is a team that is very comfortable with technology, but also understands the language of business.ResponsibilitiesMonitor and own a queue of technical support requests from internal customers.Triage inbound support requests and resolve or escalate to the appropriate internal team.Reproduce and document product defects, work with Product and Engineering teams to understand and resolve complex issues.Collaborate with product teams to prioritize defect items by providing valuable insights and information.Lead technical conversations and live troubleshooting calls with clients and internal stakeholders.Ability to read, understand, and manipulate, HTML, and JavaScript.Maintain clear and concise communication for all cases in a timely and efficient manner.Assist with the creation and optimization of support documentation and best practices.Develop and maintain a solid knowledge of Marchex Analytics products.Recognize patterns with customer issues/inquiries and define and make recommendations for feature changes accordingly.Support the Guiding Principles and vision of the company and the team through role modeling and encouraging desired behaviors.Strictly adhere to all departmental documented policies and procedures.Participate in various company initiatives and projects as requested.About MarchexMarchex harnesses the power of AI and conversational intelligence to provide actionable insights aligned with prescriptive vertical market data analytics, driving operational excellence and revenue acceleration. Marchex enables executive, sales, and marketing teams to optimize customer journey experiences across communications channels. Through our prescriptive analytics solutions, we enable the alignment of enterprise strategy, empowering businesses to increase revenue through informed decision-making and strategic execution. Marchex provides conversational intelligence AI-powered solutions for market-leading companies in leading B2B2C vertical markets, including several of the world’s most innovative and successful brands.
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