Technical Support Engineer - job 1 of 2

Technical Support Engineer

Dynamic Yield is on the lookout for a Technical Support Engineer who can ensure customer satisfaction by providing a prompt and comprehensive resolution of technical issues.

The expectation of the position is to understand the suite of Dynamic Yield software offerings in a deep and technical way in order to provide the customer with the correct answers that will allow them to effectively use the DY platform on their website.

As this role is the heartbeat of the organization, our Technical Support Engineers must have impeccable communication skills, the ability to think creatively on their feet, and articulate technical solutions efficiently to a number of stakeholders. As our product offerings continue to expand, it is also critical that we have team members who are curious by nature and an innate love of learning new technical solutions.

You will excel at this role, not only if you are good at the day to day work, but also if you can zoom out and understand the bigger picture of ticket trends and proactively identify ways of mitigating tickets.

The Task-at-Hand:

• Take ownership and resolve complex technical issues with high customer satisfaction
• Conduct screen share sessions with our top enterprise brands
• Be able to multitask and prioritize incoming tickets both via our chat and support portal
• Participate, and eventually lead, in the support organization's internal initiatives
• Rapidly learn about SaaS / web development

Key Requirements:

• 2 years of experience in a similar role in a SaaS or web company
• Application support hands-on experience
• Excellent verbal and written communication skills in English
• Experience working with HTML / CSS / JavaScript
• Hands-on experience with troubleshooting and problem solving
  

  COVID-19 Considerations

  We value the safety of each member of our community because we know we're all in this together. In many locations, which may change over time, we've implemented a virtual hiring process and continue to interview candidates by video or phone. In addition, in some locations, only individuals who have been fully vaccinated will be permitted inside Mastercard offices until further notice.

  In the US, Mastercard is a government contractor, which may legally require most Mastercard employees to be vaccinated unless a verified approved medical or religious exemption is granted. Further, we are currently making every effort towards having employees return to work in the office 2 days per week, if that makes sense for their team. Everyone must be vaccinated to enter Mastercard offices at this time. Therefore, we expect all candidates to be vaccinated or to be approved for a medical or religious accommodation prior to commencing work at Mastercard.

  In the US, Mastercard and Dynamic Yield is an inclusive Equal Employment Opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.