Technical Support Engineer delivering global support for Salesforce Marketing Cloud. Managing complex customer issues and providing top - tier technical expertise in a customer - centric environment.
About the role
- Technical Support Engineer providing technical consultations and support for media technology solutions. Collaborating with sales teams to design solutions and manage customer technical onboarding and engagements.
Responsibilities
- Pre-Sales Technical Sales Engagements: Partner with sales teams to understand customer needs and design tailored media technology solutions
- Lead customer technical onboarding from technical discovery sessions to implementation
- Develop solution proposals and necessary technical documentation to support sales efforts
- Act as the primary technical point of contact for assigned customers
- Conduct regular technical reviews and proactively recommend optimizations for customer deployments
- Advocate for customer needs internally, collaborating with technology, sales, and product teams
- Monitor service performance, SLAs, and uptime metrics
- Serve as an escalation point for complex technical issues requiring 2nd-level triage
- Provide hands-on support for major incidents, ensuring minimal disruption to customer workflows
Requirements
- Languages spoken: English required. German is a plus
- Bachelor’s degree in computer science, engineering, media technology, or a related field
- Over 5 years of experience in a relevant role
- Experience in a sales environment, preferably in technical sales, is a plus
- Expertise in fundamental technology and network concepts, as well as IT security best practices
- Strong background in media technology solutions, including video streaming, encoding, digital asset management, and broadcast workflows
- Experience working with cloud platforms (AWS, Azure, Google Cloud) and content delivery networks (CDNs)
- Familiarity with video standards, compression technologies, DRM, and OTT platforms
- Familiarity with Service Management processes such as incident, major incident, problem, and change management is required
- Proficiency in O365, AzureDevOps (ADO), Salesforce and/or ServiceNow
Benefits
- Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role)
- Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities
- Career Development and Growth: By fostering a culture of continuous learning and skill development
- Industry Competitive Benefits: Comprehensive benefit plans including flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing
- Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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