Support Engineer at Involver in Austin, TX

THE MARKET

Marketing has fundamentally changed. Not just today compared to 10 years ago; everybody can see that. Rather, marketing is in a constant state of flux these days. It’s different today than it was 12 months ago. What works today might not work tomorrow. And it’s likely to keep changing at a rapid pace to keep up with the similarly frenetic pace of change in communications, business and technology. Why? Because social media has ushered in a new landscape of possible interactions with prospects and customers.

Platforms like Facebook and Twitter have unique rules for engagement and they both, along with the hundreds of other networks, are in a constant state of change supporting innovation. And if we utilize them well, we now have the ability to connect with our prospects and customers and maintain relationships over time in a scale never before imagined.

ABOUT US

Involver is the web's most trusted social marketing platform used by more than 100,000 brands and agencies worldwide. We help marketers quantify the value of their social marketing investments with market defining products like Involver's Audience Management Platform and over 30 of the most used applications on Facebook fan pages.

We are one of the fastest growing companies in our space with a seasoned senior management team with a wealth of experience at Microsoft, Yahoo!, DoubleClick, Google and more. In 2009, Involver was named a Facebook Preferred Developer and one of the most innovative companies on Amazon’s Cloud Computing platform. Involver is the trusted partner of the world’s top brands including Facebook, The White House, Sony/RCA Records, 2010 Winter Olympics, and many of the world’s most respected agencies.

Some of the benefits of this dynamic workplace include our great full benefits package for FT employees, a beautiful office in Austin, breakfast taco Tuesdays, occasional celebratory onsite chair massages and much more.

We look forward to hearing from you!

GENERAL

The Support Engineer works closely with our customers, Front Line Support Representatives, Quality Assurance Analysts, and Software Engineers to help deliver the best customer experience possible.

CORE DUTIES & RESPONSIBILITIES

• Help our customers leverage our social marketing platform
• Answer questions from our customers about platform usage and capabilities, and provide them with examples as necessary
• Second tier community support and troubleshooting and stewardship of community-driven defects through engineering
• Develop customer-facing documentation and enhance our knowledge-base
• Recognize when an issue is mission-critical and ensure it receives the attention it requires
• Take ownership of customer issues and see them through to resolution
• Document defects found in our platform and applications, including steps to reproduce them
• Work with QA Analysts and Software Engineers to identify and resolve complex problems
• Document customer feature requests and escalate them through appropriate channels
• Contact customers when a defect they asked about has been resolved or a feature they asked for has been implemented and explain how to use it
• Advocate on behalf of the customer within our organization
• Additional duties as required from a small, fast growing Internet company

JOB QUALIFICATIONS

Knowledge

• Solid understanding of web technologies
• Possess the ability to anticipate customer issues
• Basic knowledge of Windows and Mac desktop platforms
• Knowledge of multiple browsers (Firefox, Safari, Chrome, Internet Explorer) and the differences between them

Skills

• Excellent written and verbal communication skills
• Excellent problem solving skills
• Excellent prioritization skills
• Experience with supporting products such as web application, server software, and system software
• Experience with social networks (Facebook, Twitter) and/or social marketing
• Experience with tracking and reporting on support metrics, a plus
• Experience with HTML, CSS, Javascript, and/or custom markup languages a plus

Education & Experience

• Computer Science, Communication, Business, or Marketing degree, or equivalent experience
• 2+ years experience working in a support or development role, preferably using agile/iterative development methods