Note: The job is a remote job and is open to candidates in USA. Mondo is seeking a Customer Support Solutions Engineer to support publishers and collaborate with engineering teams on product launches. The role focuses on troubleshooting technical issues, onboarding new sites, triaging bugs, explaining technical concepts to customers, and providing empathetic customer support.
Responsibilities
- Troubleshoot and resolve support tickets from publishers
- Assist in educating publishers on technical concepts
- Explaining technical issues in non-technical ways
- Provide basic tweaks to publisher blogs
- Work with the support team to triage different technical problems
- Work with the development team on plugin rollouts
- Work with experienced engineers in diagnosing bugs and troubleshooting new features
- Move new publishers through the launch process from contracts to live ads on site
- Log into sites to assess bugs with our products or verify that a given bug is unrelated to our products
- Expand your knowledge of our products through both training and practical experience
Skills
- Must be authorized to work in the U.S
- Proven self-taught and/or on the job technical experience
- Basic experience and familiarity with HTML and CSS
- Ability to collaborate well and work together remotely; keeping in touch when co-working on projects
- Excellent problem solving and troubleshooting skills
- Ability to empathize with publishers
- Excellent written and verbal communication skills with a passion for writing swift and accurate responses
- Ability to process feedback and process changes quickly and with a positive attitude
- Proven perseverance when resolving customer requests
- A passion for learning, sharing knowledge and commitment to ongoing performance progress
- A strong work ethic, positive attitude and are a dependable team player
- Strong attention to detail, taking your time to do things right the first time
- Excellent organizational skills, ability to juggle multiple things at once, ability to shift gears to take on new responsibilities, which can sometimes involve researching to become a subject matter expert
- A willingness to ask questions with the goal of retained training and broadening your understanding
- Bachelor's Degree, preferred but not required
- 2+ years experience in a customer support role, preferred but not required
- Experience using DevTools for site inspections, assessments and debugging
- Familiarity with collaboration tools such as Slack, Intercom, GSuite, Trello, Github
- Previous experience in SaaS Tech support
- Experience with basic JavaScript & PHP
- Experience with transactional databases (SQL, mySQL, etc.)
- Technical experience within the Wordpress platform is preferred
- Experience working a bug lifecycle from identification to notification of a fix to end users
- Familiarity with other Content Management Systems (Blogger, SquareSpace, etc.)
Benefits
- 10% bonus
- Eligible for Health, Dental, Vision, 401K, PTO
- Remote - US Based
Company Overview