Customer Support Engineer
Customer Support Engineer
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Salary Not Disclosed
1 Vacancy
Job Description
Hurry up! Weve got a dream to build!
At BlueConic were reinventing how businesses grow by transforming customer data into real-time intelligence and action. As the creators of the industrys first Customer Growth Engine (CGE) we help brands move beyond traditional CDPs to a smarter faster model for growthpowered by AI built for privacy and designed to create meaningful value across the customer lifecycle.
Join us in shaping the future of customer engagementwhere businesses dont just collect data but turn it into their next competitive advantage.
You will be joining our Customer Support function as a CS Engineer for BlueConic sharing front-line support responsibilities while Customer Success Managers focus on onboarding and customer growth this role you will act as a member of the Customer Support team supporting CS reps with technical knowledge and helping with escalations. Aside from having relentless curiosity
In this role you will:
- Actively listen to customers to understand their issues or concerns bringing an empathetic approach to solving customer issues
- Provide step-by-step guidance for the resolution of a technical issue
- Gather the information needed to solve a customer problem
- Offer troubleshooting and help with configuring BlueConic
- Educate customers on the features of company products/services to minimize technical challenges
- Follow-up with customers to ensure their issues are completely resolved and use a ticketing system to document and track customer issues
- Stay current on the BlueConic products
- Help identify and manage support related reports and optimize support tool usage
- Support more junior team members helping them advance their skills and serving as a point of escalation during the ticketing process
- Properly identify and escalate customer issues to the right stakeholders across the organizing depending on the scope and severity of an issue
- Leverage AI-powered support tools including Intercom and Fin bot to enhance resolution speed deflect repetitive inquiries and improve the overall support experience for customers.
- Collaborate on training and optimizing AI assistants by identifying gaps in automated responses contributing to prompt refinement and integrating new product knowledge to continually improve support efficiency and accuracy.
You Have:
- Hands-on experience working with customer data platforms digital analytics personalization tag management data management platforms (DMPs) and/or web-based data and marketing technologies
- 4 years front end development experience including HTML CSS and JavaScript
- At least 2 years working in a similar customer support role
- Excellent written and oral communication skills
- Proven capacity to reliably manage a lot of different tasks at once without falling behind or getting flustered
- A passion and enthusiasm for learning
- A team-player mentality
It will set you apart from the pack if you:
- Have a Computer Science or developer background
- Understand how web services (APIs) can be used to send and retrieve information
- Have worked in the martech space and/or with enterprise software
- Have worked in a company with operations in the US and around the world
About BlueConic:
BlueConic is the leading Customer Growth Engine helping brands unlock the full value of their customer data. By combining AI-powered intelligence with real-time activation BlueConic enables businesses to drive growth increase retention and optimize revenue. More than 500 brands including ASICS Forbes Heineken LOral Mattel Michelin Telia Company and Unilever use BlueConic to create meaningful relationships and drive long-term business impact.
Employment Type
Full Time
