Openings at Glassbox

New York

Professional Services Engineer

Full-time · Intermediate

About The Position

Our client helps organizations understand and optimize the entire digital lifecycle of their customers and online visitors. Leveraging big data, they provide solutions around online behavioral analytics, customer support optimization and regulatory compliance. They are currently seeking a Professional Services Engineer to support the sales process and the product delivery from initial demo stage to customer support and success manager. This position is part of the company’s global Customer Success Group that provides a 24/7 support service. We are looking for an ambitious, flexible candidate with drive and passion for customer support for this challenging role.

·      Configure Glassbox solution to connect to data sources and customize platform to meet highly specific customer needs, particularly for data retrieval and insight

·      Support Sales process and answer detailed questions on the technical aspects of the solutions - architecture, operation, and capabilities

·      Give demonstrations of the software, explaining the benefits of its various features

·      Provide ongoing phone/email/WebEx support on a 24/7 basis as part of the Global Customer Support team

·      Ability to participate in shift work (to receive calls and provide PC based support) to customers over the weekend and outside office hours

·      Provide answers to clients by identifying problems; researching answers

·      Deliver technical training, product demonstration & workshops

·      Improve system performance by identifying problems; recommending changes

·      Provide feedbacks and insights to the business and R&D teams

·      Derive and disseminate best practices to help drive customer adoption of GlassBox products and services

Requirements


·      Bachelor's degree, or equivalent, in related discipline - Computer Science or Engineering degree preferred

·      A minimum of 5 years experience in a Technical Support function (B2B) dealing with data analysis and website monitoring (server-side)

·      Experience with web data analytics and web monitoring tools is a must

·      Understanding of network protocols (HTTP/S, TCP) with experience diagnosing connection-related issues and analyzing traffic data (Wireshark)

·      Experience with relevant analytics software deployment, implementation and support on Windows and Linux environment, (Linux admin is preferred).

·      Previous experience working in product support teams and sales processes including product demonstration and training (preferred) 

·      Principle knowledge of website construction and infrastructure, including HTML, JavaScript and understanding of OS and browser distinctions.

·      Outstanding customer service skills and a passion for customer service

·      Passionate commitment to quality and success

·      Excellent verbal and written communication skills

·      Desire to work in a dynamic and fast moving startup environment

·      Ability to work independently and in a team

·      Strong troubleshooting and problem solving skills

·      Building Customer/Partner relationships

·      Team player, good interpersonal skills

·      Ability to manage multiple competing priorities, and work effectively under the pressure of time constraints in a fast-paced, collaborative environment

·      Willingness to travel occasionally 

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