Senior Technical Support Engineer (Atlanta)

About MoEngage

MoEngage is an insights-led customer engagement platform trusted by 1,350+ global consumer brands, including McAfee, Flipkart, Domino’s, Nestle, Deutsche Telekom, and OYO. MoEngage combines data from multiple sources to help brands gain a 360-degree view of their customers.

MoEngage Analyticsarms marketers and product owners with insights into customer behavior. Brands can leverage MoEngage Personalizeto orchestrate journeys and build 1:1 conversations across the website, mobile, email, social, and messaging channels. MoEngage Inform, the transactional messaging infrastructure, helps unify promotional and transactional communication to a single platform for better insights and lower costs. MoEngage’s AI Suitehelps marketers develop winning copies and creatives, optimize campaigns and channels that boost engagement, and help with faster execution.

For over a decade, consumer brands in 60+ countries have been using MoEngage to power digital experiences for over a billion monthly customers. With offices in 15 countries, MoEngage is backed by Goldman Sachs Asset Management, B Capital, Steadview Capital, Multiples Private Equity, Eight Roads, F-Prime Capital, Matrix Partners, Ventureast, and Helion Ventures.

MoEngage was named a Contender in The Forrester Wave™: Real-Time Interaction Management, Q1 2024 report, and Strong Performer in The Forrester Wave™ 2023 report. MoEngage was also featured as a Leader in the IDC MarketScape: Worldwide Omni-Channel Marketing Platforms for B2C Enterprises 2023.

As a part of the Technical Support Engineering team at MoEngage, here are some things you can expect:

• Continuous learning on the end to end product and exposure to our huge tech stack.
• Each day is fast paced and challenging with new and priority customers getting onboarded in very close quarters
• The prime and critical focal point for the company representing product, engineering and sales and the company when it comes to existing customers
• Be part of growing team and has immense visibility across the organization
• Flexible culture and all doors open to drive ownership and leadership.
• Clear cut career path defined for desired opportunities and new responsibilities to be taken up that assures growth or movement up the career ladder.

• Should be flexible to work in rotational shifts and weekends.

Responsibilities

• 3 to 5 years of experience
• Investigating, troubleshooting, diagnosing and resolving technical issues in a cloud/SaaS environment
• Communicating effectively (both verbal and written) with our customers and internal stakeholders
• Customer obsessive and roll up the sleeve attitude to help resolve customer issues or queries with a minimum resolution time
• Adding recurring issues to knowledge base articles or FAQs to minimize the turn around time on closing support tickets
• Give constant and constructive feedback to team leads , product and engineering team to improve customer experience and suggest process improvements.
• Problem solving, having a natural curiosity and demonstrating the ability to learn rapidly
• Communicating well with different audiences (developers, technical and non-technical users)

• Awareness on Information Security concepts and Best Practices

Should be Good and Excel At:

• Programming languages like Python,Java,Javascript,Angular,React
• Linux/Unix operating systems and REST API
• Database (SQl/Oracle)
• Exposure and hands on experience in one of the following like AWS,Kafka and Elastic Search

What You Must Have Experience In:

• Bachelor's Degree in Computer Science, or equivalent
• Overall experience in customer facing role (Support/Integration Support)
• 2+ years as a Developer Support Engineer or a Technical Support Engineer in Cloud/SaaS companies or products
• 2+ years of API or SDK implementation and/or integration
• JavaScript, iOS or Android support experience

The annual total salary range for this position is $80,000 - 140,000 USD
Please Note: Compensation is based on a variety of factors including but not limited to location, experience, job-related skills, and level.

Why Join Us!

At MoEngage, we are passionate about our team and technology - see below to know more about us.

We handle more than a billion messages every day. Rest assured, you will be surrounded by really smart and passionate people as we scale much more to build a world-class technology team.