Senior Technical Support Engineer

    • Sofia, Bulgaria
About Leanplum
Leanplum, the leading multi-channel customer engagement platform helps forward-looking brands like Tesco and Zynga meet the real-time needs of their customers. By transforming data into an understanding of users' needs and wants, and optimizing engagement campaigns utilizing multiple communication channels, 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 $125 Million in funding from leading Silicon Valley venture capital firms. Leanplum has been recognized as Fortune's Best Companies to Work For and Entrepreneur's Best Entrepreneurial Companies in America. Learn more at www.leanplum.com

About The Role
Do you love helping people? Do you love problem-solving? We are looking for a Senior Technical Support Engineer who will be part of Leanplum’s customer care and support team. 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 Senior Technical Support Engineer acts as a point of escalation for advanced technical support issues and helps the other team members in resolving complex client uses cases. S/he also works closely with Product Development & Engineering teams to provide feedback and product improvement ideas.

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 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
  • 4+ years experience supporting an enterprise level technical product

Benefits & Perks

  • Iconic Office location in Sofia
  • 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.

Leanplum is a data-driven, fast growing, fully integrated mobile marketing platform that empowers brands with tools to better understand their users and drive app engagement.

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