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Engineering Support

Acoustic

Acoustic

Other Engineering, Customer Service
Gdańsk, Poland
Posted on Friday, June 28, 2024

Our Engineering Support Team is an elite group of fewer than 10 people. The team resolves about 200 tickets a month for clients and internal users.

You will provide product and backend technical support. You'll use your proven technical expertise to analyze, troubleshoot, and resolve issues.

What You'll Do:

  • Review/Read the log and engage in the action required.
  • Troubleshoot the Production Environment to find solutions to externally and internally reported cases about our software product and our infrastructure. (Databases, applications, memory usage, processing, etc).
  • Collaborate with teammates and other teams when needed to find solutions to externally and internally reported cases.
  • escalate cases quickly to internal teams as required.
  • Follow all Engineering Support guidelines and processes for case handling.
  • Respond to, resolve, and document all incoming cases via the ticketing system.
  • Utilize email, chat, and other support channels to communicate.
  • Develop deep technical understanding and become certified in Acoustic software products, including Campaign, Analytics, Content, Exchange, and Personalization.
  • Write and run moderately complex queries.
  • Document software defects, research and resolve defects or escalate to the appropriate Engineering Squad, as required.
  • Document all solutions or update existing solutions with new information in the Team Confluence room.
  • Assist with other reasonable duties as may be required being adaptable to ever-changing business needs.

In general, you will work regular business hours, Monday through Friday. However, Engineering provides 24x7 support for major incidents, so you will be expected, from time to time, to provide coverage outside core business hours. You also will participate in an on-call rotation including holidays, after-hours, and weekends.

Requirements

  • 3+ years of technical support experience in an enterprise software company; supporting external customers; web applications or analytics software strongly preferred.
  • 3+ years of SQL experience and proficiency.
  • Knowledge of and/or background in HTML, APIs, Java, XML, basic networking, and database concepts (such as Oracle and/or AWS).
  • Knowledge of and/or background with databases, preferably Oracle and/or AWS with the ability to write SQL queries.
  • Understanding of how web systems work (physical, logical, hardware, software) and how to support them.
  • Understanding how the different components in a web system fit together and affect each other.
  • Basic understanding of UNIX commands for searching logs and configuration files on the server.
  • Experience with Redis, Kafka, Mongo, JIRA, Logstash, Snowflake, Confluence and New Relic.
  • Well-developed ability to timely research and troubleshoot technical issues.
  • Extremely proactive and takes ownership of producing positive results.
  • Experience with environment configuration.
  • Infrastructure troubleshooting experience.
  • Very good communication skills.
  • Self-reliance and the ability to work independently with minimal supervision.
  • A team-player approach.
  • Fluency in English.
  • Ability to take initiative autonomously to search out solutions.

Nice to have:

  • Coding skills in any language, ideally Java.
  • Experience (and/or interest) in mobile technologies and concepts, such as Android/iOS applications, push notifications, and SMS.
  • Experience with AWS, and/or Kubernetes.
  • Experience (and/or interest) in email and online marketing technologies.
  • Second or third-line (tier 2 or 3) support experience.
  • Experience in digital marketing and web analytics.
  • A bachelor's degree in Mathematics, Computer Science, Engineering, or an equivalent related field.


Benefits


What We Offer:

  • a role in which you have a direct impact on our product and understand the big picture around it.
  • a flat structure where you have the opportunity to collaborate with a wide range of roles and career opportunities.
  • working with cutting-edge technology: AWS, Saas, Cloud, micro-services, modern UIs, continuous integration and deployment.
  • flexible hybrid work from our office in Gdansk Oliwa (with parking spaces available to everyone) and flexible working time.
  • a choice of a MacBook Pro or a Windows PC.
  • private medical insurance including dental care.
  • life insurance.
  • meal allowance.
  • Multisport card.

Acoustic is a quickly growing marketing technology company. As the largest independent marketing cloud, we help free marketing professionals from the burdens of repetitive tasks so they can focus on what matters. With a rich technology heritage and an exciting future, we're looking for talented professionals to join us on this journey.

Our Gdansk team is divided into eight squads, with each squad specializing in different aspects of Acoustic products. Each squad comprises a QA engineer, front- and back-end engineers, a designer, and a product manager. Our team members have the chance to develop a comprehensive perspective of our products while concentrating on their long-term scalability, extensibility, and maintainability.