Support Engineer

Amsterdam, Netherlands

JOB DESCRIPTION

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
In the course of just a few years, Relay42 has grown to become a champion in big-data marketing technology in Europe. We help marketing professionals get a 360-degree view of their customers by connecting all data points and personalizing their communication across all channels and devices.


Our data marketing platform is at the forefront of the market with its easy to use interface, flexibility and integration possibilities. Currently, the Relay42 platform is used by a wide range of large international advertisers such as KLM, Ziggo, Thomas Cook, BMW and Foot Locker.

In December 2015 we received a Series-A funding and we're now ready to expand our teams in the Netherlands and in the UK.

 

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

REQUIREMENTS

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 ;)

 

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