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Redmond, WA

Customer Support Engineer

Posted: August 23, 2015

Own all customer support processes from collection, triaging, and resolution by working collaboratively with ReadyPulse teams such as account management, development, and users (marketers, developers) from ReadyPulse customers. This is a multi-disciplinary role, where you will have the opportunity to bring your best of both technical and business acumen by becoming a trusted partner to ensure that the value of ReadyPulse platform continues to be delivered with minimal interruptions.


  • 2+ years of experience in customer support/technical support role in an Enterprise SaaS environment
  • Strong technical understanding of web systems, e-commerce technologies
  • Ability to code in one or more web technologies such as pHP, ROR, Javascript, HTMl, CSS, and SQL
  • Possess strong debugging skills in distributed systems
  • Thorough understanding of customer support processes, tools such as JIRA/Confluence, ticketing systems
  • Strong written and verbal communication skills
  • A bachelor’s degree in computer science, information systems, or equivalent experience


  • Create and own the customer support process, tools, and reporting on Email, Web and Phone
  • Work with Account Management and Implementation teams to help drive customer implementations smoothly
  • Debug customer issues brought up buy customers, internal ReadyPulse teams. Debugging includes looking at the installation of ReadyPulse platform using standard web technologies such as iFrame, REST API, conversion pixels, e-commerce plug-ins, HTML/CSS, and internal debugging tools provided by ReadyPulse developer team
  • Identify the root causes, provide knowledge base articles (and write them if necessary) to resolve or communicate via Email/phone with customers
  • Maintain Service Levels in responding, updating and resolving issues
  • Join Sales calls with prospects to explain solution architecture for complex e-commerce installations
  • Create documentation (written and video) on new features/issues for ReadyPulse knowledge base
  • Create sample code for album installations based on the customer environment for different languages such as pHP
  • Escalate to dev management as necessary based on the critical issues that might come up
  • Setup and own e-commerce installations for both debugging purposes and demo purposes