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    • Technical Services Engineer - Cape Town - Impact

    Impact
    Impact Cape Town

    2 weeks ago

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    Description

    About Us:

    We are passionate about our people, technology, and customer success. Our collaborative environment enables us to grow rapidly, win, and serve the largest brands in the world. We leverage cutting-edge technology to solve real-world problems for our clients, consistently staying ahead of the pack as the leading SaaS platform for businesses to automate their partnerships and drive revenue growth like never before. Our entrepreneurial spirit and culture reward ambition, curiosity, and individuality. If you value your opinion, enjoy working with talented people from around the globe, and thrive in a fast-paced environment, then this is the place for you.

    Our partnership management platform is transforming the way businesses manage and optimize various types of partnerships, including traditional rewards affiliates, influencers, commerce content publishers, B2B, and more. Our powerful, purpose-built platform makes it easy for businesses to create, manage, and scale an ecosystem of partnerships with trusted brands and communities that customers rely on for purchases, information, and entertainment at home, work, or on-the-go. Learn more about how our technology platform and partnerships marketplace drive revenue growth for global enterprise brands like Walmart, Uber, Shopify, Lenovo, L'Oreal, Fanatics, and Levi's by visiting www.impact.com.

    Your Role:

    This role requires an expert in Impact technology to deliver custom engineering and advanced technical support to customers who purchase our services or as determined by our leadership team. As a Senior Technical Services Engineer, you will resolve or escalate complex technical issues in a timely and efficient manner while proposing technical solutions and assisting with technical issues for our clients. Specific activities include interfacing with clients (business and technology) and answering questions on integration processes and technology best practices. This role involves collaborating with our technology and customer support teams to identify and analyze data errors, ensuring the stability and reliability of our Impact Radius platform.

    This role operates primarily during EST Timezone hours (New York), 15:00-23:00 SAST.

    Key Responsibilities:

    • Manage incoming support requests to ensure timely issue resolution.
    • Provide technical assistance internally and externally.
    • Triage issues and escalate to relevant teams.
    • Serve as a technical resource for the onboarding team.
    • Perform daily tasks to monitor tracking progress.
    • Assist in testing and replicating issues to expedite resolution.
    • Develop deep product knowledge and understanding of all Impact products.
    • Cultivate our client knowledge base with relevant technical information.
    • Troubleshoot advanced tech services issues both internally and externally.
    • Triage technical issues and collaborate with CS and clients to find real-time solutions.
    • Design, implement, and manage advanced technical integrations.
    • Oversee and mentor Technical Services staff.
    • Support Principal engineers with technology partnerships and Proof-of-Concepts.
    • Serve as the point of escalation for local teams on urgent matters.
    • Manage internal projects; ensure support readiness for new feature releases.
    • Participate in miscellaneous engineering projects.
    • Take ownership of customer technical issues, including initial troubleshooting, root cause identification, resolution, and communication.
    • Lead technical integration of new clients as delegated.
    • Create Jira tickets addressing technical issues related to our services.
    • Identify and specify tools/reports supporting the tech troubleshooting process.
    • Contribute to creating technical help content/documentation available to clients.
    • Act as a go-to person regarding technical product knowledge for the Client Success team.
    • Provide technical support as needed during sales engagements.

    Requirements:

    • Passion for solving customer issues in a fast-paced environment.
    • Adaptability.
    • Cooperation.
    • Service-oriented attitude.
    • Flexibility.
    • Initiative.
    • Critical thinking skills.
    • Ability to quickly learn new technologies.
    • Problem-solving skills.
    • Independence in work.
    • Undergraduate degree in Computer Science, Engineering, Science, Mathematics, or a related field.
    • 5+ years experience in Integration Support, Sales Engineering, Software Development, or a related discipline, preferably in an external customer-facing role.
    • Experience working with internet marketing or business development teams and/or lead marketing companies preferred.
    • Ability to perform log analysis, including writing SQL.
    • Experience in Web application and tool development.
    • Scripting/programming language proficiency (Python, PHP) preferred.

    Nice to Have:

    Affiliate & Partnerships Industry Fundamentals Certification by PXA.

    Benefits:

    • Hybrid, casual work environment.
    • Responsible PTO policy.
    • Training and Development opportunities.
    • Medical aid and provident fund.
    • Restricted Stock Units.
    • Internet allowance.
    • Fitness club fee reimbursements.
    • Technology stipend.

    We are proud to be an equal opportunity workplace. All employees and applicants for employment shall be given fair treatment and equal employment opportunity regardless of their race, ethnicity, ancestry, color, caste, religion, belief, age, sex (including gender identity, gender reassignment, sexual orientation, pregnancy/maternity), national origin, weight, neurodivergence, disability, marital and civil partnership status, caregiving status, veteran status, genetic information, political affiliation, or other prohibited non-merit factors.

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