Automation Engineer II
Optimizely
Optimizely is focused on unlocking digital potential and we are the recognized category leader in Digital Experience Platform (DXP) and created the category for A/B Testing and experimentation software. We have incredible customers – isn’t that one of the most important aspects of looking for your next job? Optimizely has over 9,000 brands from global organizations such as Visa, Sky, Yamaha, Wall Street Journal to tech innovators like Atlassian, DocuSign, FitBit and Zillow.
Not only are we financially sound and growing but we have unicorn status: Exceeded $300M in revenue in 2020, is profitable already, and has all strategic options ahead of itself. Optimizely continues to invest and addresses a market opportunity north of $30 billion, providing significant personal career growth opportunities.
We are an inclusive culture with a global team of 1200+ people across the US, Europe, Australia, and Vietnam. We blend European and American business culture with emphasis on teamwork, inclusion, and moving fast. People make the difference!
If you are looking to work on the next generation of digital technologies in a fast-paced, hyper-growth environment, apply! We’re just getting started
Introduction
Job Responsibilities
- Respond to assigned service tickets and work through to successful resolution while meeting or exceeding all service level and customer satisfaction objectives.
- Establish solid foundational knowledge of all Episerver products and develop expertise in one or more areas.
- 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.
- Follow-up and investigate all unresolved tickets including reproducing issues and collaborating with internal experts
- Lead and facilitate conference calls and online sessions with customers and partners where required to more efficiently resolve and complete service tickets.
- Effectively prioritize and manage individual service ticket queues
- Individually contribute to the team’s meeting or exceeding service KPIs.
- Participate in regularly scheduled handover and triage meetings.
- Complete assigned training and adhere to compliance requirements.
- Embrace and promote continuous improvement efforts while providing feedback and input.
- Flexibility to be on call outside of standard business hours
- Contribute valuable and pertinent information to EPiServer’s knowledge base.
Knowledge and Experience
Education
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.