What your day could consist of:

• Provide advanced technical support for ActiveCampaign customers, actively collaborating with Level 1, Premier Support, Specialty teams, and Engineering.
• Responsible for providing exceptional customer experience, continuously working to exceed customer expectations in all cases.
• Assist in identifying and triaging system issues.
• Continuously learning and improving technical knowledge around the AC platform.
• Actively use advanced troubleshooting skills to research, isolate, analyze, replicate, and identify timely solutions to customer issues of moderate to high complexity.
• Continuously look for broken or inefficient processes, challenge the status quo, provide solutions, and suggest improvements.
• Advocate for customers and raise concerns to the Product team with the goal to make ActiveCampaign the leading CXA platform.
• Be responsible for the creation and maintenance of the team’s knowledge base.
• Act as a Technical knowledge resource, facilitating knowledge-sharing sessions with Level 1 and 2 team members, as well as for cross-functional teams in the Customer Org. 

What is needed:

• Minimum of 2+ years experience in a  T2 or Sr Technical Support role
• Minimum of 3+ years of experience in a SaaS support environment
• Proven advanced web application troubleshooting skills
• Understanding of Database table architecture
• Strong knowledge of SQL queries, scripts, troubleshooting and debugging skills.
• Knowledge of HTML, CSS, JavaScript, Elastic Search, and Dev Tools
• Demonstrable experience supporting and solving complex issues
• The ability to evaluate and focus on in-depth problem analysis of ActiveCampaign products and their use in mixed business cases, and the ability to replicate and document problems for further escalation where required
• Solid communication skills including technical writing ability
• Strong analytical skills to help identify product trends and gaps
• A solutions-oriented mindset with the ability to create memorable customer experiences and explain technical problems succinctly and clearly.
• The ability to work with conflicting priorities by taking initiative and prioritizing accordingly
• Incident management and coordination will be an added advantage
• You know how to work with API docs and you can run simple API queries via Postman or similar clients, as part of your debugging process.
• Knowledge of coding or troubleshooting app solutions like ActiveCampaign is a plus!

You are:

• A technical support engineer with strong troubleshooting skills and an ability to navigate through multiple product environments
• A problem-solver and decision-maker, who easily guides customers through key moments of their journey (whichever contact channel they choose)
• A solid teammate that can both follow and lead depending on the situation
• Set on creating customer wow - you love building a strong rapport with customers and are not afraid to jump on a chat or Zoom screen-sharing session
• An empathizer. You connect with customers in a genuine way that lets them know you care about their issues
• Inspiring and excellent at helping your teammates around you
• A curious and ambitious learner who can deep-dive into existing or new products to learn them inside-out
• Able to "zoom out" of a problem, in order to ask the right questions, and explain complex issues in simple terms
• Not afraid to build a business case for change, you iterate everything