Technical (Application) Support Engineer at Leanplum
San Francisco, CA, US
About Leanplum
Leanplum is a mobile engagement platform that helps forward-looking brands like Grab, Tinder, and Tesco meet the real-time needs of their customers. By transforming data into an understanding of users’ needs and wants, our platform delivers unified experiences that are timely, tested, and relevant — building the customer loyalty that fuels business growth. Founded in San Francisco, Leanplum has offices across North America, Europe, and Asia, and has received more than $98 million in funding from leading Silicon Valley Venture Capital firms. Leanplum has also been recognized as Fortune’s Best Companies to Work For and Entrepreneur’s Best Entrepreneurial Companies in America. Download the media kit and learn more at www.leanplum.com.
 
Our Culture
At Leanplum you’ll meet employees from 16 countries and counting. We house a world champion air guitarist, three medalists from programming competitions, and six loyal office dogs who greet you at the door with tails wagging. Past perks have included company vacations to Mexico and Tahoe, Alfred Hitchcock movie nights, and costume parties. But most of all, we believe in gratitude, collaboration, and karma. We offer free daily lunches to any location of your choice in NYC and a great compensation plan.
 
About This Role:
Do you love helping people? Do you love problem solving? We are looking for a Technical Support Engineer extraordinaire who will be on the frontline of Leanplum’s customer care and support. 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 Technical Support Engineer focuses on handling inbound escalations/inquiries that range from simple playbook best practices to digging into our codebase. This important role will also help with external client documentation, help mold the triaging process and provide guidance on best practices in support – Help us be the best in tackling client’s needs! 
 
 

Responsibilities & Qualifications

      • 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
      • Provide escalated technical and triage support when the occasion calls
      • Work closely with EngineeringProduct Management and Sales teams
 
 
    • College degree (CS degree preferred)
    • 1+ years supporting Mobile (iOS/Android) software, with preferred experience with at least 1+ years of Mobile SW or full stack development.
    • 2+ years related experience
    • Excellent communication skills & strong customer focus
    • Big data (SQL or other database querying) experience a plus
    • SaaS and API developer support experience preferred
    • Ability to communicate technical concepts effectively
    • Proven analytical / problem solving ability
Benefits
Competitive Salaries
Health, vision, and dental insurance
Flexible PTO
Peer bonuses
Delicious and healthy lunches
TGIF happy hours
Ping pong, darts, and foosball
Puppies galore
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