Technical Support Engineer

The Company:

Marigold is a leading cross-channel marketing platform, with solutions for email, SMS, loyalty, and personalization, helping brands transform their relationships with customers. As the trusted partner behind the world's most recognized brands, including Air New Zealand, Chipotle, Hiscox, KFC, Kraft Heinz, The Atlantic, and more-Marigold delivers relevant brand experiences that cut through the noise and drive real impact. Marigold was born through a merger of industry-leading marketing platforms Cheetah Digital, Sailthru, Selligent, Liveclicker, Emma, and Campaign Monitor, and powers billions of customer interactions annually.
 

The Role:
 

Marigold is hiring a Technical Support Engineer to be part of a cohesive international team that is passionate about problem solving and driven by excellent customer satisfaction. The role will provide ample opportunity for learning new things, meeting new challenges, and the ability to adapt to different environments and use-cases.

The ideal candidate is looking for an inclusive company that supports your career and offers you the opportunity to grow. You want to expand your technical knowledge and become an expert in your field.

What You’ll Do: 

• Provide timely and personal product support via ticket and phone.

• Troubleshoot all aspects of the Selligent email, mobile and web platforms.

• Maintain high-quality support documentation for both internal and external use.

• Contribute to the development of best practices, team processes and peer training.

• Monitor our software and infrastructure and react adequately to alerts. 

• Participate in the weekly on-call rotation.

About You: 

The ideal candidate for the Customer Support Engineer role will have excellent communication and soft skills, understand the core principles of client service, be highly organized and process-driven, and exemplify strong time management and attention to detail. Strong technology fundamentals along with relevant experience in the digital marketing or email space is required.  You will play a major role in assisting our clients and partners and guiding them through a wide range of topics and products in a SaaS environment. Providing a top tier service will be your key responsibility. You will deliver a great experience and satisfaction by providing professional and friendly assistance in order to answer support inquiries, resolve issues and nurture the relationship. 

Ideal Qualifications: 

• Experience and knowledge in web development: HTML, CSS, and JavaScript 

• Strong knowledge in Microsoft SQL: Querying, Joins, Stored Procedures and Views

• Good knowledge of networking principles: TCP/IP, DNS, SMTP 

• Experience with Windows Servers and IIS

• Familiar with Web service API’s: SOAP, REST, XML, JSON 

• Strong customer focus with a desire to deliver a high quality service

• Self-motivated, highly professional,and able to take ownership of tasks

• Ability to multitask, work under pressure and to tight deadlines

• Able to think critically and manage priorities

• Team player but able to work autonomously

Nice to Have: 

• Bilingual 

Our Benefits: 

• Competitive benefits including: medical/dental/vision insurance, life/accident/disabilities insurance, supplemental health benefits, FSA, EAP and pet insurance

• Generous time off (we call it Open Time Away) as well as paid holidays and a birthday benefit day off.

• 401k plan with a company match on your contributions.

• Employee-centric and supportive remote work environment with flexibility.

• Support for life events including paid parental leave.

This position is eligible for hire in the following US states:  Alabama, Arizona, Arkansas, California, Connecticut, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, Ohio, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, Washington,  and Wisconsin.

California SB 1162 Pay Transparency Notice

In compliance with California’s Pay Transparency for Pay Equity Act (SB 1162), we are disclosing the compensation range for roles that could be performed in California.

For California residents only, the base salary range for this role is $50,000 - $55,000 annually.  This range reflects the base salary that we reasonably expect to pay for the position in California. Actual compensation will be offered within this range, based on factors such as skills, experience, and qualifications, as permitted by California law.

Similar positions located outside of California may be subject to different compensation structures.