Technical Support Engineer - Tier 2

• Independently triage and resolve complex Tier 2 cases with minimal supervision
• Identify recurring issues and suggest improvements to documentation
• Escalate complex issues with clear context and documentation
• Collaborate cross-functionally to resolve customer-impacting issues
• Proactively contributes to knowledge base articles and internal process improvements
• Document all customer interactions and resolutions with detail, clarity, and accuracy in Optimizely’s ticketing system
• Attend team meetings, collaboration sessions, internal and external trainings and participate in on-call rotation
• Establish knowledge in all technological areas of the Optimizely products
• Exercises sound judgment within established procedures to determine appropriate actions
• Provide prompt, empathetic and technical sound support across all channels
• Innovates beyond defined procedures when necessary to deliver results
• Independently decomposes complex tasks and executes effectively
• Makes well-reasoned decisions despite ambiguity or incomplete information
• Demonstrates resourcefulness and autonomy in problem-solving

• Minimum of three years in a similar position
• Experienced with .NET, MVC, and C#
• Experienced in other web technologies including MSSQL, WCF, WebForms, jQuery, CSS(3), HTML(5), and Javascript, Dojo Toolkit
• Experienced in diagnosing code-related issues
• Experienced in memory dump analysis
• Experienced TCP Dump analysis/Profile Traces
• Experienced Troubleshoot performance bottlenecks
• Bachelor’s degree in computer science, IT, or Telecommunications preferred, or equivalent working experience

Relevant industry recognized certificates preferred