Senior support Engineer

Do you want to experience first-hand what working in a fast-growing technological start-up looks like? If the answer is yes, you’ve come to the right place!

 

Relay42

Relay42 has grown from a start-up to a champion in data marketing technology in Europe. We help top brands achieve a 360-degree view of their customers by connecting all data points and personalizing 1 to 1 communication across all channels and devices in a scalable way. We have become a market leader in the Netherlands, and we are now connecting the rest of the world.
 

The Job

This role will be responsible for front-line customer support, responding to Relay42 technical issues and general customer support requests.
You have a proven track record and know what good customer support looks like. You will need to feel comfortable working on a high-level across organizations (engineering, product management, QA and customer teams), and you must be a reliable self-starter and team player.

 

Your day to day

• Participate in account management calls and deep-dive engagements with key power users
• Track issues proactively by documenting fastidiously as you go; you're able to provide reports at appropriate intervals and relevant levels to the team and company

• File bugs and product issues in a clear and comprehensive manner

• Assist in the development and maintenance of the support and community website
• Become a Relay42 expert!

Answer and resolve Relay42 support requests in an efficient and timely manner

• Prioritize and manage queue of customer requests

• Maintain a high-level of communication with clients on status updates, time to resolution, proposed solutions, and best practices

• Proactively exceed customer expectations

Support and maintain the product

• File bugs and product issues in a clear and comprehensive manner

• Provide and document product input based on customer feedback

• Support Technical consultants with problem solving

Knowledge sharing

• Update & improve the Relay42 Knowledge Base & training material

• Guide & assist your colleagues

About you

• Excellent verbal and written communication skills in Dutch and English
• Excellent listening skills 
• Passion for customer satisfaction
• Strong fault isolation and troubleshooting skills
• Experience working cross-functionally with many internal groups

• Eager to research and learn new technologies

• Bachelor level professional and intellectual abilities. A degree in the area of computer science or information technology is a pro.

• Experience with Javascript and HTML

• Excellent verbal and written communication skills in English and preferably Dutch

• Experience with Python is a pro

• Experience with Marketing technologies is a pro

• Proficient B2B communication

Nice to have

• Experience in working with B2B clients
• Basic HTML, JavaScript and CSS skills

What you'll get

• Opportunity to work with modern architecture 
• Freedom to choose your laptop and IDE
• Budget for trainings/conferences/personal development 
• Challenging career path -> actually making a difference 
• Phone bill coverage 
• Great pension plan
• Travel compensation
• Healthy communal lunch
• International atmosphere
• Positive and fun environment 
• Regular team events
• Table football is mandatory ;)