Client Support Engineer

| Greater NYC Area
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Do you love working in a dynamic, fast-paced environment with cutting edge technology? Are you looking for an opportunity to bridge the gap between technology, engineering, business, and product?

As a Client Support Engineer (CSE) at Curalate, you will work directly with over 1,000 of the world’s most loved brands to troubleshoot and resolve complex technical issues, consult clients on a wide range of technical questions, and help them get started with using Curalate. Client Support Engineers work cross-functionally with internal teams to drive strategic initiatives within our organization! The CSE role is a great opportunity to work hands on with clients and bridge the gap from end-user to product while flexing your technical muscle by combining technical expertise with customer service.

A CSE is not only the face of our organization, but is a critical thinker and subject matter expert - providing not only answers to questions, but educating users on best practices and workarounds on all Curalate functionality from troubleshooting to simple and advanced workflows. 

Helping with product improvements is a key component of the CSE role. Our team is quick to identify trends & patterns with the overall end-user experience and provide data driven feedback to our Product Development teams. Additionally, you’ll provide continuous updates to our Help Center and Knowledge Base content to streamline repeat questions and provide best in class support to our clients.

Responsibilities:
  • Respond to client support tickets in a timely manner, prioritizing and tracking work-requests against target SLA’s
  • Act as a technical consultant for clients on day to day support, best practices and onboarding setup
  • Troubleshoot a wide range of technical issues including snippet installations, API calls, analytics configurations and in app workflow functionality 
  • Work with clients to implement technical solutions (product feeds, small to complex queries, data analysis, etc).
  • Collaborate cross-functionally with Product, Development, Client Solutions and Sales teams on the implementation of new features and design decisions, relaying data-driven feedback to all teams
  • Collaborate and communicate said challenges with other support & software engineers to generate strategic solutions and update client resources through daily standups, team retrospectives, etc
  • Answer client questions in an insightful and informative way that helps marketers excel at their jobs and become smarter about our platform
About You:
  • You have a minimum of 1-3 years of experience in a client-facing support position
  • BS/BA Degree in a related field
  • You have experience with relational databases such as MySQL
  • You have a moderate understanding of how the web works (HTML, CSS, JavaScript, etc.)
  • You’ve had experience working with and troubleshooting APIs
  • You excel at problem solving both from a technical and strategic perspective
  • You've used JIRA, Freshdesk, Zendesk or other ticketing tools
  • You're scrappy, think on your feet, get tech, and communicate effectively
Gold Stars:
  • You have experience with Amazon Web Service, Regex, and Google Analytics
No recruiters, please.
 
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • ScalaLanguages
    • TypescriptLanguages
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • CaffeFrameworks
    • SparkFrameworks
    • FinatraFrameworks
    • MySQLDatabases
    • RedisDatabases
    • ElasticSearchDatabases
    • DynamoDBDatabases
    • RedshiftDatabases
    • Google AnalyticsAnalytics
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • SalesforceCRM

Location

129 W 29th St 8th Floor, New York, NY 10001

An Insider's view of Curalate

How do you collaborate with other teams in the company?

As a Designer, I work with Sales, Customer Support, Product Management, and Engineering teams to ensure we deliver the best possible products to our clients. Whether brainstorming early design concepts or gathering feedback on an existing product, teams collaborate to provide delightful, seamless user experiences for clients.

Katie

Senior Product Designer

How has your career grown since starting at the company?

My career growth has been a journey! In the past 5+ years I've gone from an intern to a tech lead/manager. I've worked hard, learned a lot, and grown SO quickly. And along the way, I've felt supported and challenged here as I figured out my unique career path. I'm so glad Curalate took a chance on me, and let me grow into the engineer I am today!

Lizzy

Software Engineering Manager

How do you empower your team to be more creative?

They're already plenty creative! Where I can help is making sure that they're empowered to act on it. Our quarterly planning is driven by a bottom-up process where individual contributors explore, iterate, and ultimately decide what we're going to build. I also love our annual hackathons; they tap into the great product ideas in everyone's heads.

Nick

CTO & Co-Founder

How do you empower your team to be more creative?

I’m blessed to have an extremely talented and diverse group of people on my team, which makes this easy. What I try to do is keep everyone as confident as possible by reminding them about all the intricacies of the role that they’re individually GREAT at! It’s so easy to briefly forget how awesome we all are.

Ben

Associate Client Partner

What are Curalate Perks + Benefits

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