Our Company:If you are looking to join a team where your opinion is valued, your contributions are noticed, and enjoy working with fun and talented people from all over the world then this is the place for you.
If you have a desire to work in an organisation that is:
Passionate about its peopleFocused on delivering the very best tech to our customersOffering the flexibility to work how and where you are most successfulObsessed with our customer's successThe leading SaaS platform to automate partnerships - affiliate, influencer, technology partners, and more!Entrepreneurial in spirit with a culture that rewards collaboration and curiosityObsessed with making a difference in business and to the wider communityImpact is the global leader in Partnership Automation, working with innovative brands like Ticketmaster, Levi's, Microsoft, Airbnb, and Uber to help them manage their online affiliate, influencer, brand to brand, and content partnerships. The Impact Partnership Cloud covers the full life partnership lifecycle including onboarding, tracking ads and paying partners, recruiting for new partners, data and marketing intelligence, and protection from fraud. Founded in 2008, Impact has grown to over 500 employees and ten offices across Europe, the United States, Africa, and Asia so there is plenty of opportunity for growth and advancement.
Your Role at Impact:This person is an expert at Impact technology and will be tasked to deliver custom engineering and advanced technical support to customers that buy those services, or as determined by the Impact leadership team. As an Senior Technical Services Engineer, you will resolve or escalate Advanced Technical troubleshooting issues in a timely and efficient manner as well as assisting with proposing technical solutions and tech issues for our clients. Specific activities will include interfacing with clients (business and technology) and answering questions on the integration process and technology, best practices and performance expectations. This role entails working with the technology and customer support teams to identify and analyze data errors to help ensure stability and reliability of the Impact Radius platform.
What You'll Do:Manage incoming support requests on our ticketing platforms to ensure issues are followed up on andProvide technical assistance internally(other departments) and externally(clients)Triage issues and escalate to various teamAct as a technical resource to on-boarding teamPerform assigned daily tasks to monitor trackingHelp test and replicate issues to shorten time toAcquire deep product knowledge and understanding about all Impact products andEnrich our client knowledge base with relevant technical informationTroubleshooting all advanced tech services issues - both internally and externallyTriage incoming technical issues and work with CS and clients to find solutions real-time.Manage, plan, design and implementing advanced technical integrationsOversee and mentor Technical ServicesProvides support to Principal engineers with technology partnerships and POC and advanced integrationsBe the point of escalation to the local teams on urgent mattersManage various internal projects; training, ensuring support readiness for new feature releases,Work on miscellaneous engineering projectsSpecific activities will include interfacing with clients (business and technology) and answering questions on the integration process and technology, best practices and performance expectations. This person is an expert at Impact technology and will be tasked to deliver custom engineering and advanced technical support to customers that buy those services, or as determined by the Impact leadership team.This position will also work with the technology and customer success teams to identify and analyze data errors to help ensure stability and reliability of the ImpactResolve tickets in the incoming tech services queueTake end-to-end ownership of customer technical issues, including initial troubleshooting, identification of root cause, issue resolution and communication.Lead technical integration of new clients as delegatedAcquire as much product knowledge as possibleProvide assistance in technical services internally and externallyCreate Dev Jira tickets that address technical issues related to ourIdentify and spec out tools/reports that assist the tech troubleshooting processAssist in the creation of technical related help content / documentation that is made available to client baseServe as a go to person in regards with technical product knowledge for the Client Success teamProvide technical support as needed in the salesWhat You Have:Passion for solving customer issues in a fast paced environmentAdaptabilityCooperationService orientedFlexibilityInitiativeCritical ThinkingAbility to learn new technologies quicklyProblem solvingAbility to work independentlyUndergraduate degree in Computer Science, Engineering, Science, Maths or related Science or Commerce discipline5+ years experience in Integration Support, Sales Engineering, Software Development or related discipline, preferably in an external customer-facingExperience with an internet marketing or business development team and/or lead marketing company preferred.Ability to perform log analysis, including writing SQLExperience in Web application and tool development isExperience of at least one scripting / programming language (Python, PHP) is preferred.Nice to have:Affiliate & Partnerships Industry Fundamentals Certification by PXABenefits/Perks:Hybrid, Casual work environmentUnlimited PTO policyTake the time off that you need. We are truly committed to a positive work-life balance, recognising that it is important to be happy and fulfilled in both6 month primary caregiver leaveTraining & DevelopmentLearning the advanced partnership automation productsMedical Aid and Provident FundGroup schemes with Discovery & Bonitas for medical aidGroup scheme with Momentum for provident fundRestricted Stock Units3-year vesting schedule pending Board approvalInternet AllowanceFitness club fee reimbursementsImpact is 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 or ancestry, color or caste, religion or 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. #LI-NK1
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