Technical Support Engineer

Technical Support Engineer

Leanplum, the leading multichannel engagement platform helps forward-looking brands like Tinder and Tesco meet the real-time needs of their customers. By transforming data into an understanding of users’ needs and wants, our platform delivers unified experiences that are timely, tested, and relevant – building customer loyalty that fuels business growth.

Founded in San Francisco, Leanplum has offices across North America, Europe, and Asia, and has received more than $98 million in funding from leading Silicon Valley venture capital firms. Leanplum has also been recognized as Fortune’s Best Companies to Work For and Entrepreneur’s Best Entrepreneurial Companies in America. Download the media kit and learn more at wxx.xxxxxxxx.xxx.

About The Role

Do you love helping people? Do you love problem-solving? We are looking for a Technical Support Engineer extraordinaire who will be on the frontline of Leanplum’s customer care and support. This champion will resolve complex technical issues with enthusiasm, composure under pressure and a customer first attitude. S/he should be comfortable translating complex technical issues into a language that all levels of technical aptitude can understand (from Product to Developers to Marketing). The Technical Support Engineer focuses on handling inbound escalations/inquiries that range from simple playbook best practices to digging into our codebase. This important role will also help with external client documentation, help mold the triaging process and provide guidance on best practices in support – Help us be the best in tackling client’s needs!

Responsibilities

* Provide efficient and accurate technical assistance to ensure customer satisfaction

* Provide guidance in iOS/Android SDK integration and overall Leanplum deployment

* Debug customer issues and create reproducible test cases

* Work directly with customers via email and phone; willingness to take on call shifts required

* Provide escalated technical and triage support when the occasion calls

* Work closely with Engineering, Product Management and Sales teams

* Given the wide scope of responsibilities, you will get to work with the following:

* Mobile technologies (iOS, Android, Unity)

* Backend and frontend frameworks

* Big Data: SQL and Spark

* Leanplum’s mobile marketing automation product: (analytics, messaging & A/B testing)

* Cover multiple time zones with night shift schedule

Requirements

* College degree (CS degree preferred) or equivalent experience

* Excellent communication skills & strong customer focus

* SaaS and API developer support experience is a plus

* Ability to communicate technical concepts effectively

* Proven analytical/problem solving ability

* Strong technical experience in one or more of the following:

* 1+ years Mobile (iOS/Android) debugging and/or development experience

* 2+ years experience in an object-oriented programming language

* Big data (SQL or other database querying) experience

* 2-4 years experience supporting an enterprise level technical product

Benefits & Perks

* Iconic Office location in Sofia

* Lunch & dinner provided

* Additional Health Insurance

* Sport and physical activities membership

* Peer bonus system

* Cell phone bill coverage

Build more than a Career. Create Meaning.

Leanplum is an equal employment opportunity employer for all applicants and employees. We do not unlawfully discriminate on the basis of race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), gender identity, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition, family care status, veteran status, marital status, domestic partner status, sexual orientation, or any other basis protected by applicable local, state, or federal laws. When necessary, we also make reasonable accommodations for disabled employees and for pregnant employees who request an accommodation, with the advice of their health care providers, for pregnancy, childbirth, or related medical conditions