Optimizely

Optimizely is known for content, commerce, and optimization with our Digital Experience Platform (DXP). Millions of experiences are served with our platform every single day, helping organizations grow exponentially online. We have the honor of serving some incredible customers – which makes what we do extremely rewarding. Optimizely has over 9,000 brands, from global organizations such as Visa, Sky, Yamaha, and Wall Street Journal to tech innovators like Atlassian, DocuSign, FitBit, and Zillow. 

Not only are we financially sound and growing, but we have unicorn status: we exceeded $300M in revenue in 2020, is profitable already, and have all strategic options ahead of us. Optimizely continues to invest and addresses a market opportunity north of $30 billion, providing significant personal career growth opportunities. 

We are an inclusive culture with a global team of 1200+ people across the US, Europe, Australia, Bangladesh, UAE, Singapore, and Vietnam. We blend European and American business cultures, emphasizing teamwork, inclusion, and moving fast. People make the difference! 

If you are looking to work on the next generation of digital technologies in a fast-paced, hyper-growth environment with the best humans, please apply! We’re just getting started... 

Introduction

The Associate Application Support Engineer is part of Optimizely’s Technical Support Services (TSS) team providing technical assistance to partners and customers. This assistance is focused on Optimizely’s products and applications and may include answering questions, troubleshooting problems, diagnosing defects or providing recommended coding approaches. The position requires the right blend of technical knowledge, customer service, and communication skills to handle the day-to-day delivery of technical product support to those customers enrolled in one of Optimizley’s Support programs.

Job Responsibilities

• Respond to assigned service tickets and work through to successful resolution while meeting or exceeding all service level and customer satisfaction objectives.
• Establish solid foundational knowledge of all Optimizely products and develop expertise in one or more areas.
• Learn fundamental operations of commonly used software, hardware, and other equipment.
• Follow standard departmental operating procedures; including accurately logging and updating all service tickets using the defined tracking software and utilizing handover and escalation processes.
• Follow-up and investigate all unresolved tickets including reproducing issues and collaborating with internal experts
• Lead and facilitate conference calls and online sessions with customers and partners where required to more efficiently resolve and complete service tickets.
• Effectively prioritize and manage individual service ticket queues
• Individually contribute to the team’s meeting or exceeding service KPIs.
• Participate in regularly scheduled handover and triage meetings.
• Complete assigned training and adhere to compliance requirements.
• Embrace and promote continuous improvement efforts while providing feedback and input.
• Flexibility to be on call outside of standard business hours

Knowledge and Experience

• .NET, MVC, and C# experience
• Demonstrated expertise in web technologies including MSSQL, MVC, Azure/Cloud solutions, jQuery, CSS(3), HTML(5), and Javascript
• Proficient in diagnosing code related issues
• Must possess a sense of urgency and passion for customer service.
• Strong written and verbal communications skills.
• Superb troubleshooting and analytical skills.
• Must demonstrate the ability to address problems quickly.
• Ability to work independently with minimal supervision while focused on delivering results set forth by management. 
• Excellent organizational skills.
• Ability to handle and prioritize multiple tasks while maintaining attention to detail.
• Flexibility to occasionally work outside normal business hours.
• English language proficiency (C1 at least).
• Minimum 3+ years operational experience in one or more of the following skills or environments:

Education

Bachelor's degree in Computer Science, IT or Telecommunication preferred or equivalent working experience

Competencies

Displaying Technical Expertise

Solving Complex Problems

Managing Time

Communicating Effectively

Attentive Listening

Why Choose Optimizely?

Our culture is the most important thing we offer. We continuously aim to provide a high-growth space, both virtually and in person, where you can do your best work and, in the process, unlock your boundless potential. We are dedicated to providing meaningful rewards and development opportunities for our employees, recognizing performance and creating a supportive working environment. 

Our new, cutting-edge office space in Dhaka is a testament to our dedication to enhancing your work experience. This state-of-the-art workspace features open workstations, a fully equipped kitchen, a nap room for relaxation, a tranquil zen garden, and an entertaining area, all designed to provide you with the ideal environment to thrive and grow. 

As part of our commitment to you, here are other benefits and perks you can expect: 

• Best-in-class compensation plans 
• Two annual festival bonuses 
• Recognition and rewards programs 
• Paid Maternity (4 months) & Paternity Leave (12 weeks) 
• Flexible vacations days and working hours 
• Annual Work/Service Anniversary Leave 
• Comprehensive medical & life insurance for you and your dependants 
• Volunteering opportunities to make a difference 
• Chance to work alongside our incredible global team 
• Monthly and quarterly regional and global team-building events 
• Communal transport facilities inside Dhaka to and from the office 
• Free catered lunch every day 
• An agile performance review process that encourages ongoing transparency between managers and direct reports 
• Enablement program and soft skill training to support internal career growth and development 

At Optimizely, our standardized language is English, and it is crucial to have good English communication skills to be successful in your global role. All our external and cross-location communication is done in US English (en-us), but internally you can speak in whichever native language you most identify with.

Optimizely is committed to a diverse and inclusive workplace. Optimizely is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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