Senior Technical Support Engineer

| Chicago

PowerReviews works with more than 1,000 global brands and retailers to increase conversion and improve products and the customer experience with ratings and reviews and Q&A software. Ratings and reviews solutions from PowerReviews are essential for consumers as they search and shop online and in-store, and they are proven to increase online site-wide sales up to 17%.

As a Senior Technical Support Engineer, you will be responsible for providing Level 2 support to thousands of customers using our SaaS platform. You will be responsible for assuring the highest quality support to our clients and our account management team. We are looking for a highly motivated individual who is great at conveying technical ideas in simple terms, and someone who is passionate about providing customers with world class technical support.

The ideal candidate for this role has a demonstrated track record of success for handling multiple streams of information and understanding the overall context of a customer to provide the perfect custom made solution to their issues.

This role encompasses a mix of duties ranging from technical problem solving involving JavaScript, CSS, XML and Java API technologies to building solid relationships with our clients and internal stakeholders.

Key Responsibilities:

  • Work with clients to modify or update existing integration and implementation of new features
  • Troubleshoot client-side applications written in HTML/Javascript
  • Troubleshoot CSS issues and provide guidance to the client
  • Troubleshoot/debug data feeds and configure imports via pre-written command line scripts
  • Troubleshoot/debug API calls for proper server response
  • Support clients in multiple countries (additional languages preferred)
  • Resolve questions and problems directly through individual efforts or by triaging problems with account management, integration engineering, and core engineering
  • Maintain and update internal tools and integration process documentation
  • Support quality assurance management and testing for clients
  • Lead clients through the deployment of software updates and functionality enhancements and pilot programs
  • Help Product Managers define requirements for product improvements
  • Work on problems/projects of moderate scope where analysis of situations or data requires a review of a variety of factors and a perfect understanding of the context
  • Exercise judgment within defined procedures and practices to determine appropriate action
  • Build productive internal/external working relationships with peers in Engineering, Content Ops, Client Success, Implementation, and Sales

Requirements:

  • Bachelor degree preferred
  • 4+ years in a customer support role required
  • HTML, JavaScript, XML and CSS knowledge required
  • Moderate knowledge of Linux/Unix environments
  • Intermediate SQL and data querying skills
  • Outstanding communication and diplomacy skills
  • Must be authorized to work in the U.S.
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • RubyLanguages
    • SqlLanguages
    • ReactLibraries
    • Ruby on RailsFrameworks
    • SpringFrameworks
    • Google AnalyticsAnalytics
    • TableauAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • SalesforceCRM
    • MarketoLead Gen

Location

1 N. Dearborn, Suite 800, Chicago, IL 60602

An Insider's view of PowerReviews

What does your typical day look like?

My passion is building experiences that inspire transparency and confidence in a purchase journey by elevating relevant and authentic content. Everyday I collaborate with internal and external stakeholders, to gather feedback and insight to make products and features that help shoppers make the right decision.

Rachel

Sr. Manager, Product

How does the company support your career growth?

PowerReviews breeds a culture of goal setting/personal growth that ultimately allows you to steer the direction of your career.

Alex

Manager, Sales Development

How do you collaborate with other teams in the company?

As a member of the marketing team, I get to collaborate across virtually every facet of the company. Including (but definitely not limited to) Sales, Product, Tech, Implementation -- and even HR!

Yoni

Sr. Manager, Product Marketing

What are PowerReviews Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
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