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Developer Support Engineer

Redwood City, CA | Professional Services

Job Description

 

A Badgeville Developer Support Engineer is a platform expert who supports customers who develop solutions that use game, social, and reputation mechanics to influence user behavior.  

Responsibilities:

  • Act as a primary support contact between Badgeville and its Fortune 2000 customers, to identify, troubleshoot, and resolve technical issues and provide technical assistance
  • Provide levels, 1, 2, and 3 telephone- and electronic –based (email/web-based) technical support
  • Answer technical questions, verify and resolve technical problems, and suggest appropriate workarounds
  • Preform root-cause analysis by verifying technical facts and developing logical conclusions
  • Describe issue resolutions to customers in a way that is articulate, accurate, and persuasive
  • Deliver professional, clear, and articulate oral and written communication
  • Manage customers' expectations and experience in a way that results in high customer satisfaction
  • Record and maintain accurate and timely details and status of all case activity in the request tracking system
  • Develop and maintain technical expertise in service functionality and use that expertise effectively to help customers
  • Represent Badgeville to customers in a positive, professional, pleasant, and responsive manner
  • Manage problems and handle difficult situations calmly and effectively.Follow up with customers on any open issues
  • Escalate issues internally, as necessary
  • Work with other business units, including Product, Engineering, Account Management, and Services as required to ensure customer satisfaction goals are met
  • Identify and document client feature requests in the CRM database
  • Create and contribute to the development of solutions, techniques and best practices in the Badgeville knowledgebase for use by customers.

Requirements:

  • Sharp, personable, energetic individual who is organized and detail-oriented
  • Proven professional success delivering high-quality technical service and support
  • 5-7 years of experience working directly with external customers in a technical customer support environment for an enterprise software or software as a service company
  • Strong computer application troubleshooting skills, using critical thinking to identify root cause and resolutions
  • Excellent written and oral communication and interpersonal skills
  • Able to clearly document issues and communicate status and resolution
  • Accomplished in supporting complex web-applications
  • Must be a fast learner, self-motivated, and able to work in a fast-paced, start-up environment
  • Solid understanding and practical experience with:
    • Skilled in using HTML, CSS, and other Web technologies
    • Proficient creating scripts (i.e., batch, PHP, JavaScript, Ruby, Perl)
  • Experience using CRM and/or helpdesk call tracking and issue tracking tools
  • Able to manage multiple tasks simultaneously and work under time pressures
  • Team player who can also work autonomously
  • Able to support temporary work shifts that include starting at 6 a.m.Bachelor of Science (BS) degree in Computer Science, Information Technology, or related field.

Additional Requirements

  •  Must be authorized to work in the United States on a full-time basis for any employer

What's in it for you?

  • You'll be an early and important member of a company with fantastic growth potential
  • Competitive salary, stock options, benefits, and vacation
 
About Badgeville

Badgeville, the Behavior Platform, makes it easy for business leaders, marketers and innovative technologists to use smart gamification techniques to increase user loyalty and engagement across eCommerce, Media & Entertainment, Health, Education, Services and Enterprise web & mobile experiences. Using Badgeville, brands can reward users with real-time achievements and reputation, while at the same time driving user behavior, achieving specific business goals, and measuring and optimizing user engagement. Badgeville customers include Samsung, CA Technologies, X.Commerce, NBC, Bluefly, Interscope Records, Deloitte Digital, and The Active Network. Founded in 2010, Badgeville is based in Menlo Park, California and has offices in New York and Europe. For more information, visit Badgeville on the web at http://www.badgeville.com/.

 

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