Technical Support Engineer

| Greater NYC Area
About Our Technical Support Engineer

 Dynamic Yield is on the lookout for a Technical Support Engineer who can ensure customer satisfaction by providing a prompt and comprehensive resolution of technical issues. 

The expectation of the Technical Support Engineer is to understand the suite of Dynamic Yield software offerings in a deep and technical way in order to provide the customer with the correct answers that will allow them to effectively use the DY platform on their website. 

As this role is the heartbeat of the organization, our Technical Support Engineer must have impeccable communication skills, the ability to think creatively on their feet, and articulate technical solutions efficiently to a number of stakeholders. As our product offerings continue to expand, it is also critical that we have team members who are curious by nature and an innate love of learning new technical solutions. 

In addition, we are looking for people who can grow with the support team as we expand to different regions, industries, and product offerings. You will excel at this role, not only if you are good at the day to day work, but also if you can zoom out and understand the bigger picture of ticket trends and proactively identify ways of mitigating tickets.

The Task-at-Hand:
  • Resolve complex technical issues and maintain high customer satisfaction for over 200 customers
  • Provide technical support within the desired SLA while ensuring that customer satisfaction goals are achieved
  • Take ownership of technical issues and work with our Tier-2 team to resolve more advanced issues, when necessary
  • Conduct screen share sessions with our top enterprise brands
  • Be able to multi-task and prioritize incoming tickets both via our chat and support portal
  • Participate, and eventually lead, in the support organization’s internal initiatives
Optimal Skills for Success:
  • 2 years of experience in a similar role in a SaaS or web company
  • Application support hands-on experience (not IT / not helpdesk support)
  • Browser Dev Tools Troubleshooting - Big Advantage
  • HTML / CSS / JavaScript knowledge
  • Familiarity with API/SDK
  • Troubleshooting skills with strong hands-on experience
  • Strong time management capabilities, ability to prioritize, and manage a queue of tickets
  • Available for full time position 

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Technology we use

  • Engineering
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • ExpressFrameworks
    • FlaskFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • HBaseDatabases
    • Maria DBDatabases
    • MySQLDatabases
    • RedisDatabases
    • ScyllaDBDatabases
    • WordpressCMS
    • SalesforceCRM
    • MarketoEmail
    • SalesLoftEmail
    • MarketoLead Gen

Location

Conveniently located in the Flatiron/Union Square area, with access to food, parks, shopping, happy hour spots, and a number of train lines.

An Insider's view of Dynamic Yield

What are some social events your company does?

While we love throwing themed parties and happy hours, some of my favorite events have been the more interactive ones, like our Pizza tour of New York, where we rented a bus to take us on a private a food tour of some of the most popular pizza spots in the city!

Julie Goldstein

People Operations Manager

What does your typical day look like?

I am constantly working on new campaigns and identifying opportunities to focus on my team's outreach efforts and consistently collaborate with other teams, especially Sales and Marketing.

Matthew Kelly

Head of Market Development

How does the company support your career growth?

One of the things I love the most about Dynamic Yield is our ability to lean on and learn from each other. There's no hesitancy to ask for help from another team member. In addition, the executive team is really attentive to everyone's personal and career growth and is invested in everyone's pursuit of building solid, long-term careers.

David Fine

Senior Customer Success Manager

What is your vision for the company?

Our forever mission is to build the best personalization technology in the market – in a rapidly changing consumer landscape, this means the innovation never ends and we’re committed to evolving with it and meeting the needs of customers at every step of the way.

Liad Agmon

CEO

What unique initiatives do you have that encourage innovation?

I love how the possibilities of using a tool like Dynamic Yield are endless — the fact that our customers can test and experiment within our platform is truly exciting. This pushes us to leverage new functionalities for certain jobs or provide insights back to Product and R&D so we can help meet the demands of customers.

Jessica Cohen

Customer Consultant

What are Dynamic Yield Perks + Benefits

Dynamic Yield Benefits Overview

At Dynamic Yield, we know how important it is to establish a work-life balance because your time outside of the office is just as important as your time spent in the office. We offer a range of benefits to help our employees lead a healthy and balanced life, from generous paid time off and parental leave to weekly lunches and wellness benefits. We have offices around the world filled with unique individuals that bring our company to life, and we are always finding special ways to celebrate them. Whether there's a fridge stocked with craft beer, or unwinding with a game of Mario Kart, there's always something exciting happening at our Dynamic Yield offices.

Culture
Friends outside of work
Eat lunch together
We have weekly lunches every Friday where the team comes together. On other days you can find employees having meals at our communal table.
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Retirement & Stock Options Benefits
401(K) Matching
Dynamic Yield provides employees with a 401(k) matching plan managed by McDonald's. We match 100% of contributions up to 6% of an employee's annual gross pay.
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Dynamic Yield offers professional development opportunities like training, courses, as well as the ability to attend job-related conferences and seminars.
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

At Dynamic Yield, we really value personal growth -- personally, professionally, and academically. Every person is granted access to more than 5,700 courses on LinkedIn Learning (formerly Lynda.com), to learn more about everything from business and technology to creative skills. Additionally, we’re all provided a monthly stipend for health and fitness activities, like gym memberships, group exercise classes, nutritional programs, spa treatments, physical wellness products, and more so we can become the best versions of ourselves.

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