What are the responsibilities and job description for the Associate Managed Services Engineer position at Optimizely?
At Optimizely, we're on a mission to help people unlock their digital potential. We do that by reinventing how marketing and product teams work to create and optimize digital experiences across all channels. With Optimizely One, our industry-first operating system for marketers, we offer teams flexibility and choice to build their stack their way with our fully SaaS, fully decoupled, and highly composable solution.
We are proud to help more than 10,000 businesses, including H&M, PayPal, Zoom, and Toyota, enrich their customer lifetime value, increase revenue and grow their brands. Our innovation and excellence have earned us numerous recognitions as a leader by industry analysts such as Gartner, Forrester, and IDC, reinforcing our role as a trailblazer in MarTech.
At our core, we believe work is about more than just numbers -- it's about the people. Our culture is dynamic and constantly evolving, shaped by every employee, their actions and their stories. With over 1500 Optimizers spread across 12 global locations, our diverse team embodies the "One Optimizely" spirit, emphasizing collaboration and continuous improvement, while fostering a culture where every voice is heard and valued!
Introduction
The Associate Managed Services Engineer is part of Optimizely’s Technical Support Services (TSS) team. The TSS team provides high service availability and responsive service desk support to Optimizely’s hosted and cloud customers. This may include fulfilling service requests, resolving incidents, or performing provisioning and customer onboarding activities. The Associate Managed Services Engineer will work under the guidance of the Team Lead and more senior Managed Services Engineers to help deliver the best possible and most responsive customer service to our customers and partners.
Job Responsibilities
Bachelor's degree in Computer Science, IT or Telecommunication preferred or equivalent working experience
Competencies
Displaying Technical Expertise
Solving Complex Problems
Managing Time
Communicating Effectively
Attentive Listening
Optimizely is committed to a diverse and inclusive workplace. Optimizely is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
We are proud to help more than 10,000 businesses, including H&M, PayPal, Zoom, and Toyota, enrich their customer lifetime value, increase revenue and grow their brands. Our innovation and excellence have earned us numerous recognitions as a leader by industry analysts such as Gartner, Forrester, and IDC, reinforcing our role as a trailblazer in MarTech.
At our core, we believe work is about more than just numbers -- it's about the people. Our culture is dynamic and constantly evolving, shaped by every employee, their actions and their stories. With over 1500 Optimizers spread across 12 global locations, our diverse team embodies the "One Optimizely" spirit, emphasizing collaboration and continuous improvement, while fostering a culture where every voice is heard and valued!
Introduction
The Associate Managed Services Engineer is part of Optimizely’s Technical Support Services (TSS) team. The TSS team provides high service availability and responsive service desk support to Optimizely’s hosted and cloud customers. This may include fulfilling service requests, resolving incidents, or performing provisioning and customer onboarding activities. The Associate Managed Services Engineer will work under the guidance of the Team Lead and more senior Managed Services Engineers to help deliver the best possible and most responsive customer service to our customers and partners.
Job Responsibilities
- Work on assigned service tickets and work through to successful resolution while meeting or exceeding all service level and customer satisfaction objectives.
- Learn fundamental operations of commonly used software, hardware, and other equipment.
- Follow standard departmental operating procedures, including accurately logging and updating all service tickets using the defined tracking software and utilizing handover and escalation processes.
- Individually contribute to the team’s meeting or exceeding their service KPIs.
- Participate in regularly scheduled handover and triage meetings.
- Complete assigned training and adhere to compliance requirements.
- Embrace and promote continuous improvement efforts.
- Demonstrate flexibility to work any shift including weekends.
- Excellent communication skills
- Minimum 1 to 3 years operational experience in one or more of the following skills or environments:
- Fast-paced, high transaction NOC, Data Center or Managed Hosting environment
- Microsoft Azure Services
- Supporting web-based applications
- Systems Administration experience with Windows Server, SQL Server, and/or IIS
- Virtualization Software and Services
- Application and Data Security
- CDN services
Bachelor's degree in Computer Science, IT or Telecommunication preferred or equivalent working experience
Competencies
Displaying Technical Expertise
Solving Complex Problems
Managing Time
Communicating Effectively
Attentive Listening
Optimizely is committed to a diverse and inclusive workplace. Optimizely is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
