Solutions Engineer - Support

About Zeotap

Founded in Berlin in 2014, Zeotap started with a mission to provide high-quality data to marketers. As we evolved, we recognized a greater challenge: helping brands create personalized, multi-channel experiences in a world that demands strict data privacy and compliance. This drive led to the launch of Zeotap’s Customer Data Platform (CDP) in 2020—a powerful, AI-native SaaS suite built on Google Cloud that empowers brands to unlock and activate customer data securely.

Today, Zeotap is trusted by some of the world’s most innovative brands, including Virgin Media O2, Amazon, and Audi, to create engaging, data-driven customer experiences that drive better business outcomes across marketing, sales, and service. With an unique background in high-quality data solutions, Zeotap is a leader in the European CDP market, empowering enterprises with a secure, privacy-first solution to harness the full potential of their customer data.

About the Role:As a Solutions Engineer - Support, you will be a key member of our customer-facing team, providing technical assistance and driving customer success for our enterprise clients using Zeotap’s SaaS platform. In this role, you'll focus on resolving complex issues, ensuring seamless integrations, and providing expert support for our SaaS solutions. You will collaborate with teams across Engineering, Product, Sales, and Customer Success to ensure our customers get the best possible experience.The role is ideal for someone with a passion for technology and customer satisfaction, who thrives in a fast-paced, high-growth environment and enjoys solving problems at the intersection of cloud technologies, APIs, and enterprise-level applications.

Responsibilities:

• Customer-Facing Expertise: Act as the primary product expert and technical advisor to our enterprise customers, ensuring they receive high-quality support and technical assistance. You’ll be responsible for providing expert guidance on issues related to Zeotap’s SaaS platform, integrations, and cloud infrastructure.
• Collaborate with Internal Teams: Work closely with the Engineering, Product, Sales, and Customer Success teams to ensure seamless communication and problem resolution. Your role will be pivotal in aligning technical solutions with customer needs, ensuring Zeotap delivers an exceptional service experience.
• Troubleshoot and Resolve Complex Issues: Investigate and troubleshoot complex technical issues related to the SaaS platform, integrations, and cloud infrastructure (including GCP-based services). Help customers overcome technical challenges and provide clear, actionable resolutions.
• Documentation and Knowledge Sharing: Create, update, and maintain internal knowledge base articles, technical guides, and run-books. Ensure that common issues and resolutions are well-documented to empower both customers and internal teams to troubleshoot independently.
• Escalation Management: Handle escalated issues from customers, ensuring that these issues are resolved in a timely manner within agreed SLAs. Provide detailed context and work closely with internal teams to resolve complex cases, from technical configurations to root cause analysis.
• Customer Relationship Management: Build and maintain strong relationships with customers. Understand their business needs and provide tailored technical support that helps them maximize the value of the Zeotap platform.
• Process Improvement: Help refine internal support processes and tools, leveraging your insights from customer interactions. Ensure that the support team operates efficiently and consistently meets customer expectations.
• Reporting and Metrics: Prepare and deliver regular reports on support metrics, including ticket volume, response and resolution times, customer satisfaction (CSAT), and technical issue trends.
• Adhere to Security and Compliance Standards: Follow Zeotap’s security and privacy policies, ensuring customer data is handled in compliance with internal guidelines and industry standards.

Requirements:

• 2+ years in a technical support, solutions engineering, or customer success engineering role within a SaaS or enterprise software environment. Experience managing support for large-scale enterprise customers or handling complex technical issues.
• SaaS & Cloud Application Support: Familiarity with SaaS applications and cloud-based infrastructure (particularly Google Cloud Platform, but any cloud experience is valuable).
• API & Integrations: Experience working with RESTful APIs, troubleshooting integrations, and providing solutions for customers.
• SQL & Querying: Strong knowledge of SQL and ability to write and optimize queries for troubleshooting data-related issues.
• Scripting & Automation: Experience with scripting (Python, Bash, or Java) to automate workflows and solve technical issues.
• Monitoring & Troubleshooting: Familiarity with cloud monitoring tools like Stackdriver (Google Cloud Operations Suite) or similar tools such as Big Query,Sumo Logic, Datadog, Kibana, Grafana, Logs Explorer, Command Line based or Splunk.
• Exceptional verbal and written communication skills. Able to effectively communicate complex technical concepts to both technical and non-technical stakeholders.
• Strong relationship-building skills with customers and cross-functional teams.
• Strong analytical and troubleshooting skills with the ability to identify root causes and resolve technical issues efficiently.
• Capable of managing multiple issues simultaneously, prioritizing based on impact and urgency.
• Passion for customer satisfaction with a commitment to delivering high-quality, timely solutions.
• Proven ability to work under pressure and maintain a positive customer experience in challenging situations.
• Willingness to work across different time zones to support customers as per business requirement, especially EU working hours.

Nice-to-Have:

• Cloud Certifications:Certifications such as Google Cloud Associate Cloud Engineer, Professional Cloud Architect, or similar would be beneficial.
• Technical Knowledge:Experience with Kubernetes, Docker, or Terraform for managing cloud-based infrastructure or orchestration.
• Industry Knowledge:Familiarity with Ad-tech, Mar-tech, or similar industries, particularly in areas related to privacy, data security, and cloud-based analytics.

Measures of Success:

• Customer Satisfaction (CSAT): Achieving high customer satisfaction scores based on your interactions and problem-solving abilities.
• First-Time Resolution Rate: High first-time resolution rate, minimizing the need for follow-ups and escalations.
• SLA Adherence: Meeting or exceeding SLA requirements for response and resolution times.
• Knowledge Base Contribution: Contributing to the internal knowledge base by creating and updating articles that empower both customers and internal teams.

What do we offer:

• Competitive compensation and attractive perks
• Health Insurance coverage
• Flexible working support, guidance and training provided by a highly experienced team
• Fast paced work environment
• Work with very driven entrepreneurs and a network of global senior investors across telco, data, advertising, and technology