Technical Services Engineer, CDP
About The Position
As a Technical Services Engineer, you will work closely with mParticle by Rokt's Customer Success, Engineering and Professional Services teams in providing world-class service to our customers. You will also support mParticle’s customers’ developer teams as they implement mParticle’s Android, Apple (Apple TV and iOS), and JavaScript SDKs, and work with our platform's various APIs. You will also support various components of the mParticle platform such as Audiences, IDSync, Profile API, and others. This will be a hands-on technical role that will give you the opportunity to interact with some of the best minds and technology stacks in the mobile and web app business. You will become an expert in all things mParticle, from our mobile SDKs to our partner integrations. Your work will be meaningful and will have a strong impact on mParticle and our clients’ success.
Requirements
- Bachelor's degree in computer science/engineering or a related technical discipline (e.g., technical boot camp), or equivalent 3-5 years of experience developing, implementing or supporting software solutions for businesses in current or past technical roles
- Strong problem-solving skills and the ability to handle complex, multi-faceted issues in a collaborative environment.
- A customer service mindset with a focus on delivering exceptional support and ability to prioritize work effectively, deal with escalations and work in a fast-paced environment.
- Knowledge of at least two of the following programming languages: JavaScript, Kotlin, Swift, Java, Objective C, C#, Python.
- Experience with mobile and web SDKs, RESTful APIs or other integration technologies.
- Willingness to participate in on-call rotations.
Nice To Haves
- Familiarity with SQL and data warehouses is a plus.
Responsibilities
- Collaborate with mParticle Customer Success and Professional Services teams to support our customers via multiple channels as they work with mParticle Platform, its related APIs, SDKs and interfaces.
- Maintain customer satisfaction by ensuring tickets (issues, queries, etc.) are resolved in a timely, accurate and effective manner, escalating them when necessary.
- Communicate customer feedback on our product to the appropriate internal teams to improve user experience, add new features to enhance the product, etc.
- Assist with new product feature testing.
- Thrive in a fast-paced environment, managing multiple priorities and tasks simultaneously.
- Efficiently handle escalations and ensure critical issues are resolved promptly.
- Build internal tooling, SOPs and KBs for the mParticle customer-facing teams.
- Participate in on-call rotations to provide support coverage as needed.
Benefits
- Become a shareholder. Every Rokt’star gets equity in the company
- Enjoy catered lunch every day and healthy snacks in the office. Plus join the gym on us!
- Access generous retirement plans like a 4% dollar-for-dollar 401K matching plan and get fully funded premium health insurance!
- Dog-friendly office
- Extra leave (bonus annual leave, sabbatical leave etc.)
- Work with the greatest talent in town
- See the world! We have offices in New York, Seattle, Sydney, Tokyo and London
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
