Optimove is a global marketing tech company, recognized as a Leader by Forrester and a Challenger by Gartner. We work with some of the world's most exciting brands, such as Sephora, Staples, and Entain, who love our thought-provoking combination of art and science. With a strong product, a proven business, and the DNA of a vibrant, fast-growing startup, we're on the cusp of our next growth spurt. It's the perfect time to join our team of ~450 thinkers and doers across NYC, LDN, TLV, and other locations, where 2 of every 3 managers were promoted from within. Growing your career with Optimove is basically guaranteed.
In your daily work, you will be responsible for investigating and solving complicated issues impacting the Optimove production environment. Tickets are created both internally from monitoring systems and from Optimove Customers.Responsibilities
- Investigating and solving customer and monitoring issues.
- Triage support tickets
- Conducting root cause analysis
- Working closely with DevOps and Engineering teams in the R&D organization to resolve customer issues quickly and effectively.
- Prioritizing customer issues according to their business priority.
- Identify support tools gaps, enhance needs, and propose solutions.
- Understanding business requirements and converting them into ticket/issue resolution.
- At least 2 years of experience and relevant background in supporting B2B Cloud/SaaS-based solutions.
- Proven SQL skills
- Experience with SaaS applications.
- Excellent understanding of APIs, using Postman or equivalent solution
- Command-line tools (curl, sdks)
- Analyzing data using tools like Grafana, Kibana, Wireshark, Data dog
- Ability to communicate a negative answer (i.e. to a customer) effectively.
- Outstanding communication skills in both Hebrew and English.
- Ability to write technical guides and explain technical concepts to a non-technical audience.
- Ability to learn a highly complex system in a short timeframe.
- Problems solving – understanding what the customer needs (not what he wants) and providing a good solution.
- B.Sc. degree
- Experience with Cloud-native companies and architectures
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