Implementation and Technical Support Engineer

SmarterHQSupport 0-2 Years

Job Description

Reports to: Manager of Technical Services

Who We Are

Headquartered in Indianapolis, IN and venture-backed by Battery Ventures, Simon Venture Group and Spring Lake Equity Partners, SmarterHQ develops a multi-channel behavioral marketing platform, empowering some of the largest brands in the world, including Finish Line, Eddie Bauer, Bloomingdale’s and many more, to personalize individual customer interactions in real-time. Founded and led by executives from ExactTarget (Salesforce), Bazaarvoice, Adobe and other market-leading companies, SmarterHQ provides its clients with a SaaS platform that produces incredible analytics and ROI through personalized marketing campaigns. Our tools create and automate these campaigns through analyzed customer behavior, aggregated online and in store.


SmarterHQ is looking for an experienced Implementation & Technical Support Engineerwho will report to the Manager of Technical Services. This role will be divided at an approximate 50-50 percentage of time between support of the product and conducting implementations. As a Support Engineer, this person will be responsible for solving technical issues submitted by internal and external clients through use of the SHQ platform, SQL queries of the database, and analyzing output data. As an ImplementationEngineer, this person will be responsible for owning the custom JavaScript and technical project execution for implementations of the SmarterHQ platform for our customers, some of the world’s top retail brands. This hybrid role has the potential to move into either position fully as the company and the Technical Services Team grows.


Technical Support Responsibilities

Assist clients in testing and troubleshooting email marketing campaigns using the SmarterHQ platform
Answer and resolve incoming support tickets (primarily through email)
Create and perform regular maintenance for client Javascript data collection files
Utilize SQL to query databases for information lookup and analysis
Write and audit custom Javascript to collect real-time behavioral data from websites
Contribute to knowledge base documentation for both internal and external (client-facing) use
Participate in rotating “Support on Call” schedule shared with all technical services team members
Implementation Responsibilities

Own the process of scoping the client’s website to understand the structure and availability of shopper behavioral data (e.g. browsing products / categories, carting and purchasing products)
Write the custom JavaScript to appropriately collect shopper behavioral interactions in accordance with the scoping done
Spearhead and drive meetings and calls with the client to discuss technical aspects of implementation
Configure client accounts in the SmarterHQ platform, set up SFTP/FTP connections and API integrations to 3rd party integration partners (primarily Email Service Providers)
Perform extensive data validation to ensure proper collection of data
Document and test all aspects of the implementation
Additional tasks as deemed necessary

2-4 years of professional experience in a client technical support role for a SaaS or marketing/email software platform company.
2-4 years of professional experience using Javascript, especially with collecting and harvesting data from the DOM
Strong Javascript skills including: understanding of the DOM, HTML5 elements, semantic markup, understanding of CSS inheritance and specificity, understanding of how to solve problems using custom Javascript
Meticulous attention to detail and sense of accountability
Ability to manage multiple projects concurrently, calm under pressure, can-do attitude
Excellent problem solving and troubleshooting skills
Excellent collaboration skills
Exemplary written communication and documentation skills
Familiarity with online retail and e-commerce concepts
Must have availability to address support issues on nights and weekends for on-call shifts
Proficient with GitHub and Charles a plus
Knowledge of ETL solutions such as Informatica is a plus
Knowledge of Salesforce Marketing Cloud (ExactTarget), Cheetah Digital, Responsys a plus
Knowledge of CRM and e-commerce platforms a plus
Ideal Personal Characteristics

Excellent written communication skills with attention to proper grammar/tone
Understanding of the urgent nature of clients' issues but "calm under pressure" personality
Ability to manage workflow and tight deadlines
Can-do attitude
Ability to work independently and as part of a team
Ability to work in a rapidly changing environment
Strong work ethic, high integrity, honesty and professionalism
Intellectual curiosity, thirst for learning
Hunger for understanding how things work together and desire to find the answers

Posted On

March 7, 2019