Tier 2 Technical Support Analyst

What you'll be doing:

• Work independently and/or collaboratively with internal teams as well as our clients to resolve client concerns, questions, and technical issues in a professional and timely manner.  This will include investigating and troubleshooting cases of low to high complexity involving various Bazaarvoice features and products. Example of customer issues including (but not limited to) code integration diagnosis and debugging, data validation and verification, configuration updates, technical workflow audits, querying data and deploying code changes.
• Communication in this role is key to success.  The ability to explain technical concepts (limitations, requirements, functionality) to a wide range of audiences (both technical and marketing-focused, internal and external teams) is critical.  Timely, proactive follow-up is expected and measured both internally and externally.
• Provide consultative guidance to Enterprise-level clients on how to resolve Bazaarvoice-related issues on their site while maintaining empathy and professionalism.   You will have to manage client expectations and meet or exceed time commitments consistently.
• Participate in and/or lead client meetings and demonstrate detailed technical knowledge of our products, how our clients are utilizing them on their respective websites and recommendations to achieve improved results.
• Serve as a representative for the Global Support Org for meetings with our Product teams. This includes attending regular internal go-to-market meetings, creating/maintaining documentation, performing training, serving as an escalation point and keeping leadership informed of upcoming changes.
• Updating the Bazaarvoice StatusPage to notify clients of potentially high impacting technical issues.
• Be available for pager duty approximately 1-2 times a quarter where you are on-call after business hours and during the weekend to handle any critical cases submitted by clients.
• Creating and refining client-facing documentation, as well as improving internal process and technical troubleshooting reference materials.
• Proactively identify, resolve and notify leadership of potential “break fix” scenarios impacting multiple clients.

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Required skill and experience:

• 2+ years working experience with Web 2.0 technologies is a must (preferable in a SaaS or ecommerce environment); preferably with experience  coding or scripting for websites and/or web components using HTML, CSS, JavaScript, SQL, XML, etc. Experience using common programming software development concepts and troubleshooting applications.
• 2+ years experience working in a client-facing role (preferably in an enterprise application/software support environment).
• Possesses and exhibits an ability to communicate (both written and verbally) complex technical concepts to a wide range of audiences including both technical and marketing-focused stakeholders.
• Experience communicating with clients via phone, email and screen share.
• A degree in CIS, MIS, or Computer Science (or equivalent job experience.)
• Ability to manage multiple priorities. Candidates must be analytical, detailed-oriented, concise communicators, able to organize and prioritize various tasks and must be able to deduce potential root-causes for technical issues based on provided “symptoms.”
• Candidates must have a customer-service focused mindset with an emphasis on exceeding expectations. 
• Ability to deescalate dissatisfied stakeholders both internally and externally via both written and verbal communication.
• Must be authorized to work in the relevant Bazaarvoice office location. 
• Comfortable working in a Mac based environment

Nice to have but not required:

• Experience working with enterprise clients, especially large retailers and global brands.
• Working knowledge of Salesforce and JIRA.
• Ability to communicate in two or more languages.
• Experience with technical support for API and data products to software developers
• Experience with XML, SOAP, JSON API structures
• Experience with testing APIs using tools like Postman
• Experience with SQL and other programming languages related to database queries