Professional Services Engineer
In 2016, digital ads drove 108 billion phone calls to U.S. businesses… Surprisingly, the marketers who paid for those ads typically have zero insight into these customer interactions and conversions. As the market leader in call analytics and customer experience optimization, DialogTech provides marketers with an end-to-end call attribution and analytics platform. This enterprise-class solution delivers transparency and control over every conversation, so companies can optimize lead generation, map the full path to conversion, and increase sales conversions.
DialogTech is a venture funded growth stage company with $60,000,000 of funding, over 5,000 customers and 150 employees. Since the beginning of 2014, DialogTech has experienced over 300 percent growth in its enterprise customer base and nearly doubled its average customer size.
As our Professional Services Engineer, you will assist customers with API implementations and integrations, perform technical requirements gathering, manage technical projects, troubleshoot customer and system issues and perform development work, as needed. Initially, this role will be primarily project management and business analysis focused, with the expectation that you will grow into a full engineering role through mentorship through the current team. If you are a self-starting individual with project/product management skills who wants to become an engineer, we want to talk to you!
- Gather and analyze technical requirements to establish system requirements
- Represent the company from a technical standpoint during meetings with clients at all levels and across all lines of business
- Develop work plans and estimates relating to systems integration work tasks and team members
- Research, evaluate, and recommend systems/equipment/technologies based upon client needs
- Draft technical instructions, engineering plans, technical designs, statements of work, and other systems integration-related documents
- Interface regularly with colleagues across functions such as management, sales, administration, legal, and service staff
- Manage project scope and timelines plus all project-related communications to clients and teams
- Develop and conduct testing plans and procedures based upon system recommendations
- Provide client with post-installation and integration support
- Conduct tier-III troubleshooting for technical help desk tickets
- Assist Sales staff with presentations and technical questions, provide advice for existing and prospective clients, and assist Sales team with strategies based on their product knowledge
- 3+ years of customer support in a technical role
- Bachelor’s Degree in a technology-related field or related coursework
- Proven aptitude for solving complex problems
- Ability to work in a fast-paced agile environment with aggressive deadlines
- Experience with PHP, JavaScript and MySQL
- Strong technical documentation skills
- Strong written and verbal interpersonal skills
- Willingness to travel 10% to our other company location (Chicago or Cleveland), client sites, and trade shows
- Familiarity with LAMP stack setup and configuration
- Familiarity with AWS environment
- Knowledge of digital marketing industry and SaaS platforms
- Project management experience
- Previous work experience involving interaction with clients ranging from SMB to Enterprise level
- Experience working with third-party software CRM, Bid Management, A-B Testing, and Market Automation platforms
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.