Senior Technical Support Engineer

Salary Competitive

Dynamic Signal is the mobile-first company communications platform, trusted by world-class enterprise organizations to increase productivity and empower advocacy by informing and engaging employees with timely, relevant content across channels and devices.


Following recent success and the need to expand our talented team we are excited to be opening a brand new centre of excellence in Belfast. We are looking for talented engineers to help us support the industry-leading employee communications and engagement platform and solve the needs of our fast-growing list of Fortune 500 customers.

Do you like solving problems? Are you an analytical thinker that enjoys troubleshooting interesting problems? Do you enjoy learning new things and working in a fast-paced, challenging environment? As a Senior Technical Support Engineer, you will be a member of the Product Support team focusing primarily on Customer questions, incidents and bug/feature request management. You should be able to take on support cases of high complexity and be able to manage your own priorities. We value team players who are self-directed and want to influence the next wave in SaaS technology and service innovation.

This is a unique opportunity to join in the opening of our newest office. Creating a positive culture is core to Dynamic Signal’s company values and this is your chance to help shape it from the beginning of a rapidly expanding team!

ESSENTIAL RESPONSIBILITIES:

What will you do?

- Become an expert in the product. You should have an IT related degree, several years of professional experience, and a passion for solving problems. Familiarity with SaaS solutions is preferred.

- Proactively manage and respond to support tickets. Excellent organizational skills are a must with prioritizing and multi-tasking being key skills you will use each day.   

- Understand, interpret, reproduce, and diagnose customer problems. Perform Root cause Analysis. Demonstrated experience in one or more of the following additional areas is preferred: Database technology (SQL), Web technology (HTML, JavaScript, CSS, XML), Email Deliverability, CRMs (Salesforce, Microsoft Dynamics CRM), APIs.

- Teach solutions to customers.

- Communicate clearly and precisely with customers in written and verbal form and maintain accurate and timely records in case tracking system. Experience previously working with customers is essential.

- Manage customer escalations.

- Collaborate with members of other departments/teams to resolve product issues –escalating issues as necessary.

- Configure customer systems to meet requirements.

- Meet individual case management and SLA Goals.

- Coach and mentor more junior support engineers.

- Resolve technical escalations from Tier 1 Support, ecosystem Partners, and third-party integrators

- Develop and execute on continual improvement plans with cross-functional peers from Product Management and Engineering

- Improve self-serviceability for Customers through publishing solutions to commonly encountered issues and working with implementation teams to follow established best practices prior to Customers going live on the platform

- Operate as a subject matter expert in two product areas and one technology area and assist in on-boarding of new hires and training refreshers in those areas

COMPETITIVE ADVANTAGES:

- An experienced founding team with a proven track record.

- An awesome set of coworkers who genuinely enjoy each other.

- An opportunity to get involved in these early stages and help shape the newest office.

- Regular team events.

- Excellent compensation package.

- Pension plan and medical/dental/vision package.

- Great work/life balance and flexible working hours.

- Unlimited drinks and snacks.

Perks and benefits

This job comes with several perks and benefits

Free coffee / tea
Free coffee / tea

Get your caffeine fix to get you started and keep you going.

Maternity / paternity leave
Maternity / paternity leave

Kids are the future, go spend time with them.

Pension plan
Pension plan

We take care of you, even when you are old and wrinkly.

Social gatherings
Social gatherings

Social gatherings and games; hang out with your colleagues.

Flexible working hours
Flexible working hours

Time is precious. Make it count. Morning person or night owl, this job is for you.

Near public transit
Near public transit

Easy access and treehugger friendly workplace.

See all 12 benefits

Working at
Dynamic Signal

Dynamic Signal, the Employee Communication and Engagement Platform, connects organizations with their most valued asset – their employees. Hundreds of enterprise organizations, including more than 20 percent of the Fortune 100, trust Dynamic Signal to modernize, streamline, and measure their communication and engagement with one platform to reach all employees, wherever they work.  The Dynamic Signal ECE Platform integrates with intranets like SharePoint, human resource systems including Workday, and centralised directories such as Active Directory. Dynamic Signal aligns organisations and increases productivity by delivering timely, relevant information to millions of employees around the world. Based in Silicon Valley and founded in 2010, Dynamic Signal's customers include IBM, Edelman, Capital One, Salesforce, Autodesk, Deloitte, Humana, Hitachi Data Systems, and more.  Dynamic Signal is supported by leading investors including Venrock, Rembrandt Venture Partners, Trinity Ventures, Cox Enterprises, Time Warner Investments, Signia Venture Partners, Rembrandt Venture Partners; Domo CEO, Josh James; Stance CEO, Jeff Kearl, Microsoft Ventures, Focus Opportunity Fund, and Akkadian Ventures.

Read more about Dynamic Signal

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