- Manage incoming support requests on our ticketing platforms to ensure issues are followed up on and resolved in a timely manner.
- Provide technical assistance internally and externally to clients.
- Triage issues and escalate to various teams as necessary.
- Act as a technical resource to the on-boarding team.
- Perform assigned daily tasks to monitor and track issues.
- Help test and replicate issues to shorten time to resolution.
- Acquire deep product knowledge and understanding about all Impact products.
- Enrich our client knowledge base with relevant technical information.
- Troubleshoot all advanced tech services issues - both internally and externally.
- Triage incoming technical issues and work with CS and clients to find solutions in real-time.
- Manage, plan, design, and implement advanced technical integrations.
- Oversee and mentor Technical Services.
- Provide support to Principal engineers with technology partnerships and POC and advanced integrations.
- Be the point of escalation to the local teams on technical matters.
- Manage various internal projects; training, ensuring support readiness for new feature releases, and work on miscellaneous engineering projects.
- Passion for solving customer issues in a fast-paced environment.
- Adaptability.
- Cooperation.
- Service-oriented.
- Flexibility.
- Initiative.
- Critical thinking.
- Ability to learn new technologies quickly.
- Problem-solving.
- Ability to work independently.
- Undergraduate degree in Computer Science, Engineering, Science, Maths, or related Science or Commerce discipline.
- 5+ years of experience in Integration Support, Sales Engineering, Software Development, or related discipline, preferably in an external customer-facing role.
- Experience with an internet marketing or business development team and/or lead marketing company preferred.
- Ability to perform log analysis, including writing SQL.
- Experience in Web application and tool development is a plus.
- Experience of at least one scripting/programming language (Python, PHP) is preferred.
- Hybrid, casual work environment.
- Responsible PTO policy.
- Take the time off that you need. We are truly committed to a positive work-life balance, recognizing that it is important to be happy and fulfilled in both personal and professional life.
- Training and development opportunities.
- Medical aid and provident fund.
- Group schemes with Discovery and Bonitas for medical aid.
- Group scheme with Momentum for provident fund.
- Restricted Stock Units.
- 3-year vesting schedule pending Board approval.
- Internet allowance.
- Fitness club fee reimbursements.
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Associate Technical Services Engineer - Cape Town, South Africa - Impact tech Inc
Description
Job Summary: We are seeking a Senior Technical Services Engineer to deliver custom engineering and advanced technical support to customers, resolving or escalating technical issues in a timely and efficient manner.
At impact.com, we are passionate about our people, our technology, and are obsessed with customer success. Working together enables us to grow rapidly, win, and serve the largest brands in the world. We use cutting-edge technology to solve real-world problems for our clients and continue to pull ahead of the pack as the leading SaaS platform for businesses to automate their partnerships and grow their revenue like never before. We have an entrepreneurial spirit and a culture where ambition and curiosity is rewarded.
As a Senior Technical Services Engineer, you will be responsible for managing incoming support requests, providing technical assistance, triaging issues, and escalating to various teams. You will also act as a technical resource to the on-boarding team, perform assigned daily tasks, and help test and replicate issues to shorten time to resolution. Additionally, you will acquire deep product knowledge and understanding about all Impact products and enrich our client knowledge base with relevant technical information.
Key Responsibilities:
Requirements:
Benefits:
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