Technical Support Specialist at Movable Ink

Role overview

Qualifications

2+ years of experience in technical support, technical account management or similar role; B2B and SaaS product is preferable
Experience with inspecting and diagnosing web-applications and/or mobile applications
Strong understanding of and experience with REST APIs and/or GraphQL API
Knowledge of Single Sign-on set up and debugging, including OAuth, SAML, and SCIM

Responsibilities

Become a technical expert in Movable Ink’s Products and custom solutions
Take ownership of client and internal support requests from initial contact to resolution including troubleshooting, determining root cause, and ensuring that the initiator understands the resolution
Participate in an on-call rotation, taking ownership of incoming emergency issues from both clients and internal stakeholders
Provide customer feedback to our Product and Engineering teams

Key facts

Remote from: Costa Rica
Full time
Mid-level (2-5 years)
Technical Support Specialist
English

Other skills

Non-Verbal Communication
Accountability
Adaptability
Tenacity
Empathy

About the company

Movable Ink

AdTech & Programmatic Advertising

Movable Ink scales content personalization for marketers through data-activated content generation and AI decisioning. The world’s most innovative brands rely on Movable Ink to maximize revenue, simplify workflow and boost marketing agility. Movable Ink is one of the fastest-growing SaaS companies in the U.S. and has been recognized by Inc. Magazine’s “Best Workplaces” (2022-2019) and Built In NYC’s “Best Places to Work” (2023-2018), as well as Inc. 5000, Crain's Fast 50, and Deloitte's Technology Fast 500. Headquartered in New York City, Movable Ink and its nearly 600 employees serve its global client base from operations throughout North America, Central America, Europe, Australia, and Japan.

Company details

Company typeSME

IndustryAdTech & Programmatic Advertising

Company size501 - 1000

Links

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Job description

Movable Ink scales content personalization for marketers through data-activated content generation and AI decisioning. The world’s most innovative brands rely on Movable Ink to maximize revenue, simplify workflow and boost marketing agility. Headquartered in New York City with close to 600 employees, Movable Ink serves its global client base with operations throughout North America, Central America, Europe, Australia, and Japan.

As a Technical Support Specialist you will be challenged with investigating and resolving complex customer issues escalated by our clients, Client Experience and Solutions teams.

Additionally you will have the opportunity to be innovative and forward-thinking, creating documentation, streamlining processes, and building internal tools and features to address common customer issues and gaps in product functionality. In effect you’ll be solving difficult problems upstream to improve both product quality, as well as the overall customer experience.

This remote role would suit a Costa Rica-based Tech Support Specialist who can work a 9am–6pm, Monday to Friday schedule, and participate in an on-call rotation. The on-call rotation typically occurs once a month, with each shift lasting one full week (Monday to Monday), including evenings.

Responsibilities:

Become a technical expert in Movable Ink’s Products and custom solutions
Take ownership of client and internal support requests from initial contact to resolution including troubleshooting, determining root cause, and ensuring that the initiator understands the resolution
Participate in an on-call rotation, taking ownership of incoming emergency issues from both clients and internal stakeholders
Provide customer feedback to our Product and Engineering teams
Write documentation, knowledge base articles, and tutorials to improve the customer experience of Movable Ink’s products and services

Qualifications:

2+ years of experience in technical support, technical account management or similar role; B2B and SaaS product is preferable
Experience with inspecting and diagnosing web-applications and/or mobile applications
Strong understanding of and experience with REST APIs and/or GraphQL API
Knowledge of Single Sign-on set up and debugging, including OAuth, SAML, and SCIM
Knowledge on relational databases
Ability to reproduce customer issues, perform initial triage and identify bugs needing Engineering work
Commitment and strong drive to provide delightful customer experiences and the tenacity to drive issues to resolution
Desire to educate others in Movable Ink’s Products and technical knowledge to reduce repeat support requests
Basic experience with support tools such as Django, Kibana, Jenkins, Google Cloud Platform, Grafana, and AWS Cloud Watch or similar.
Solid knowledge of HTML/CSS
Experience with at least one of the languages that underpin the modern web (JavaScript, Python etc.)
Solid understanding of browser debugging (XMLHttpRequests, analyzing page source, HAR captures, iFrame behavior, Meta tags, performance testing, etc)
Solid understanding of cloud hosting platforms
Superb written and verbal English communication skills, with experience contributing to internal and external documentation
Positive attitude, empathy, and high energy
Ability to take initiative and adapt

Studies have shown that women, communities of color, and historically underrepresented people are less likely to apply to jobs unless they meet every single qualification. We are committed to building a diverse and inclusive culture where all Inkers can thrive. If you’re excited about the role but don’t meet all of the abovementioned qualifications, we encourage you to apply. Our differences bring a breadth of knowledge and perspectives that makes us collectively stronger.

We welcome and employ people regardless of race, color, gender identity or expression, religion, genetic information, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, ethnicity, family or marital status, physical and mental ability, political affiliation, disability, Veteran status, or other protected characteristics. We are proud to be an equal opportunity employer.