Technical Support Engineer

San Francisco

About This Role

Do you love helping people? Do you love problem solving? We are looking for a Technical Support Engineer extraordinaire who will be on the frontline of Leanplum’s customer care and support. This champion will resolve complex technical issues with enthusiasm, composure under pressure and a customer first attitude. S/he should be comfortable translating complex technical issues into a language that all levels of technical aptitude can understand (from Product to Developers to Marketing). The Technical Support Engineer focuses on handling inbound escalations/inquiries that range from simple playbook best practices to digging into our codebase. This important role will also help with external client documentation, help mold the triaging process and provide guidance on best practices in support – Help us be the best in tackling client’s needs! 
  • Provide efficient and accurate technical assistance to ensure customer satisfaction
  • Provide guidance in iOS/Android SDK integration and overall Leanplum deployment
  • Debug customer issues and create reproducible test cases
  • Work directly with customers via email and phone
  • Provide escalated technical and triage support when the occasion calls
  • Work closely with Engineering, Product Management and Sales teams
  • Mobile technologies (iOS, Android, Unity)
  • Backend and frontend frameworks
  • Big Data: SQL and Spark
  • Leanplum's mobile marketing automation product: (analytics, messaging & A/B testing)

Qualifications

  • College degree (CS degree preferred)
  • Excellent communication skills & strong customer focus
  • SaaS and API developer support experience preferred
  • Ability to communicate technical concepts effectively
  • Proven analytical/problem solving ability
  • 1+ years Mobile (iOS/Android) debugging and/or development experience
  • 2+ years experience in a programming language such as JAVA, Objective C or Swift
  • Big data (SQL or other database querying) experience
  • 2-4 years experience supporting a Saas or mobile technical product

Benefits

  • Competitive Salaries
  • Health, vision, and dental insurance
  • Flexible vacation
  • Peer bonuses
  • Paid gym membership and phone plan
  • Delicious and healthy lunches
  • TGIF happy hours
  • Ping pong, darts, and foosball
  • Puppies galore