MI
Product Support Specialist providing technical support for Mindex products. Triage customer inquiries and troubleshoot product - related issues in a hybrid work environment.
About the role
- Support multiple applications across Dotdigital’s product ecosystem, primarily Dotdigital and Fresh Relevance
- Investigate and resolve complex customer problems across CRM/ecommerce integrations, APIs, program automations, web tracking, domains/DNS, and campaign management
- Provide empathetic, clear, and technically accurate support via live chat, email, and phone
- Act as a trusted escalation point for complex cases and bridge customer needs with technical solutions
- Mentor Tier 1 and Tier 2 colleagues, share best practices, and contribute to internal documentation
- Build deep product knowledge of Fresh Relevance: personalization scripts, data feeds, dynamic content, JavaScript/template logic, and attribution/analytics
- Troubleshoot ecommerce and CRM integrations (Shopify, Magento, Salesforce, BigCommerce, Dynamics) and REST/JavaScript APIs
- Partner with script writing and QA teams to validate solutions, review code, and support custom use cases
- Contribute to process improvements and advocate for customer needs with Product and Engineering
Requirements
- 4–6 years of experience in technical support, implementation, or solutions engineering (SaaS/MarTech/ecommerce preferred)
- Strong grasp of browser technologies (DOM, HTTP, HTML, CSS, JS)
- Experience troubleshooting APIs with tools like Postman
- Familiarity with templating languages (Liquid, Django, Handlebars, Jinja, etc.)
- Proven ability to manage complex investigations and prioritize effectively in a fast-paced environment
- Empathy-driven communication skills with both technical and non-technical audiences
- Bonus: experience with Python, advanced scripting, or data layer interpretation
Benefits
- Parental leave
- Paid sick leave
- Dotdigital day
- Share reward
- Wellbeing reward
- Wellbeing Days
- Loyalty reward
- DEI commitment
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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