Technical Support Engineer II

CompanyProductsPress ReleasesCareersTechnical Support Engineer

The ideal candidate is bright, curious, articulate, and demonstrates exceptional customer service skills. Level 2 Technical Support Engineers answer questions and concerns from customers and internal users. Some cases are easily addressed with existing training, documentation, and solutions; most require substantial product knowledge and troubleshooting skills. For each case, the goal is a useful and timely resolution, or a well-qualified issue for further consideration by Level 3 Tech Support or Engineering. This is an intense yet affable team environment, so be prepared to step up to complex challenges while making new friends. Growth opportunities include Level 3 Tech Support (deep investigation), Engineering, Implementation, or Business Optimization.

Essential Duties and ResponsibilitiesEstablishing excellent relationships with customers and communicating directly with them by web, email, and phone at every stage of the case Case analysis, research, escalation, and resolution For those cases not resolvable by Level 2, working closely with Level 3 Tech Support and Engineering Learning all products and services offered by WebSideStory Maintaining and writing new knowledge base solutions for internal and customer reference Working closely with account management team to maintain high customer satisfaction levels

Required knowledge, skills, education and experience:3 to 5 years recent second-level (beyond help desk) technical support of enterprise-level applications or services 3 years recent experience developing applications, services, or utilities in any language Some experience developing/maintaining dynamic web sites using server-side languages such as PHP, .NET, Java, JSP, or Perl Some experience querying databases such as MySQL or Oracle Familiarity with Javascript, XML, cookies Understanding of basic networking issues (congestion, firewall, DNS) Demonstrated ability to troubleshoot very complex problems Exceptional verbal and written communication skills Ability to simultaneously and cheerfully manage multiple cases, contacts, companies, and internal groups in a dynamic environment BS in computer science or information technology preferred



Company Background
Founded in 1996, WebSideStory (Nasdaq: WSSI) is a leading provider of on-demand digital marketing applications and one of the largest on-demand software providers in the world. Its new Active Marketing Suite is the industry's first collection of integrated, on-demand digital marketing solutions, including web analytics, site search, keyword bid management and web content management. Hundreds of enterprises worldwide rely on these products and services to help optimize their online marketing performance and dramatically improve return on investment.

The Active Marketing Suite brings together disparate marketing applications and enables marketers to improve initiatives from a single, shared environment. This award-winning suite includes: WebSideStory
HBX Analytics AMS WebSideStory
Bid AMS WebSideStory
Search AMS WebSideStory
Publish AMS
Headquartered in San Diego, Calif., with offices worldwide, WebSideStory is blazing new trails in web marketing and on-demand software delivery. WebSideStory is an exciting and dynamic company that strives to meet its customers' highest expectations. WebSideStory has an open entrepreneurial culture managed by strong, visionary leaders. The company values integrity, passion, hard work, innovation, teamwork, accountability and having fun. WebSideStory offers competitive salaries and stock options, and rewards top employees with growth opportunities that match their career ambitions.

Equal Opportunity Employer