Posted about 6 years ago

We are looking for an enthusiastic and technologically-oriented Global Support engineer to find, manage and communicate technical solutions to our global clients.You will be supporting a highly technical environment and will be the voice of our clients, when needed, to be represented with our R&D and product teams.

This role is very challenging since you will be hands on complicated tier 2 tech issues alongside mentoring and managing the day to day Tier 1 agents for the entire JP market, you will be part of a global support group (working alongside teams based in Israel, Bulgaria, the US and Australia)

To do well in this role, you must be super techy, resourceful, organized and above all: fun to work with. You will be growing to be a true tech Rockstar

Come work for the award-winning company with the most advanced BI software there is on the market . You’ll work with a variety of customers and with variety of data technologies. You will learn more here in a year than you could in 5 years somewhere else. Datorama can become your true career.

Responsibilities include:

• Provide solutions to Datorama users’ needs, challenges and issues by investigating the issue or use-case and identifying the required solution.

• Resolving escalated tech issues from Customer success and tier 1 support engineer and guide them through the solution

• Work proactively to improve clients Use case of the platform

• Coordinate with QA, R&D, and Product teams regarding client problems or feature requests.

• Assist Datorama’s Client facing teams (customer success, professional services) with complicated client set-ups and use cases.

• Build internal tools in order to moderate different workflows for our clients and internal users

• This person will lead Tier1 Support in JP. Duties include:

  • Professional management of the team members (ensure that Tier 1 support agents in Japan meet their Incident Management KPIs - response time, resolution time and Etc’ )

  • Personal Management of the team members - personal meetings, ticket reviews and scoring, provide recommendations on staffing and professional career guidance

Requirements:

• Fluent English - a must , Japanese -mother tongue language

• At least 4 years of experience with technical support in a relevant capacity (from them 1-2 years as a team lead /shift leader role )

• Proficiency in Excel and SQL with basic Knowledge of coding

• Knowledge in Python, JavaScript - big advantage

• Experience working with BI platforms – big advantage

• Experience with web advertising tools – big advantage

• Great attention to details and great problem solving skills

• Must be self-motivated, responsive and have a sense of urgency. Ability to manage multiple tasks and deadlines on a tight schedule.

• Strong organisational, planning and representational skills.

• Fast learner, eager to learn.

• Excellent communication skills, both written and verbal

About Datorama, a Salesforce Company:

Datorama’s marketing intelligence platform transforms the way marketers optimize their marketing performance, business impact, and customer loyalty. With Datorama, customers can:

• Automatically connect all their disparate marketing tools and reports in one centralized place

• Access and act on the right cross-channel KPIs, dashboards, reports and AI-powered insights

• Optimize and report on every investment, performance, and outcome across the customer journey Datorama powers marketing intelligence for thousands of brands, agencies and publishers globally including IBM, Nike, Ticketmaster, Viacom, and Neo@Ogilvy, helping them make smarter marketing decisions every day.

Datorama has a global presence and was recently named a Gartner Cool Vendor and ranks #35 on the Deloitte Fast 500 list

Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. The company was founded on three disruptive ideas: a new technology model in cloud computing, a pay-as-you-go business model, and a new integrated corporate philanthropy model. These founding principles have taken our company to great heights, including being named one of Forbes’s “World’s Most Innovative Company” five years in a row and one of Fortune’s “100 Best Companies to Work For” eight years in a row. We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals incredible opportunities to grow a career at Salesforce. Together, with our whole Ohana (Hawaiian for \"family\") made up of our employees, customers, partners and communities, we are working to improve the state of the world.

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