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. Join us and become part of a company that's empowering people to unlock their digital potential! To get a sneak peek into our culture, find us on Instagram: @optimizely Introduction As a Premium Support Engineer within the Technical Support Services (TSS) team, you will act as a trusted advisor, owning complex issues from start to resolution, and collaborating with cross-functional teams to deliver best-in-class service experiences. You play a critical role in ensuring continuity of service and deepening customer confidence in Optimizely products This role supports our mission by delivering deeper technical expertise, driving issue resolution, and strengthening customer confidence in our solutions. Job Responsibilities Responsibilities • Serve as the designated technical point of contact for Premium/Enterprise customers, providing Premium support for reported critical and complex issues. • Manage and prioritize, time-sensitive issues under pressure with a proactive and customer-centric approach. • Provide timely and clear communication to customers and stakeholders, including status and incident updates and external or internal escalations. • Escalate complex issues with clear context and documentation. • Act as the voice of the customer, identifying trends, usability issues, and product gaps based on support data and direct experience. • Collaborate with Engineering, Customer Success, Partner Team, and Product teams to advocate for customer needs and influence the product roadmap based on real-world usage and feedback. • Participate with onboarding new Premium customers • 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. Expectations • Exercises sound judgment within established procedures to determine appropriate actions. • Drive root cause analysis and resolution in collaboration with Engineering, Product, and Ops teams. • 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. • Always act with Premium Support in mind. Knowledge and Experience • 2–4 years in a technical support or systems engineering, preferably in a PaaS/SaaS or enterprise IT environment. • Hands-on support or engineering experience in a technical environment (e.g., SaaS, cloud infrastructure, enterprise IT). • Experience supporting enterprise or Premium, ideally in a high-touch, SLA-driven environment. • Relevant industry recognized certificates preferred. Education • Bachelor’s degree in computer science, IT, or Telecommunications 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. #LI-SR1