Overview

At CreatorIQ, one of our core values is empathy; we believe in putting our team members first and focusing on our clients. Our mission is to create the premier cloud technology solution for global enterprises to manage & optimize influencer marketing campaigns at scale. We provide the platform for organizations to work with social media influencers as part of their marketing plan. We know we can only achieve this by committing to provide the best practices in product and software development. Our international partnerships include ABInBev, Airbnb, Amazon, Bumble, Calvin Klein, CVS, Disney, Mattel, Rakuten, Tiffany & Co, and many more.

CreatorIQ is headquartered in Los Angeles, with offices globally in New York, Chicago, Miami, London and Ukraine. We believe in a hybrid first work environment and have representation across the world. You can work from home, the office or one of many co-working locations. We look forward to bringing people together several times a year in person, so some travel may be required.

Your wellness is important to us.  We encourage you to schedule “off screen time” to focus and refresh. Go walk your dog, do yoga, or simply set aside uninterrupted time to yourself. Oh, and we will pay for that yoga class, fitness tracker or after workout massage! Want to take a breather and meditate on your favorite app? Use our corporate wellness program to cover the costs. CreatorIQ earned the title of Best Place to Work from BuiltIn in Los Angeles and New York City, was named a Leader by The Forrester New Wave™: Influencer Marketing Solutions and recognized by G2 as a Leader, Best Customer Relationship and Top 100 Fastest-Growing Products.

L2 Solutions Engineer – Product Support

L2  Solutions Engineer – Product Support role interacts with both Customer Support/Success and Development/QA sides of CreatorIQ. He/she is responsible for performing deep technical investigation of tickets, providing comprehensive API support and troubleshooting for our clients, partnering with our Development team to escalate issues, and advocating for the best customer experience.

What you will do: 

  • Provide day-to-day support for our API clients including providing recommended solutions to client use cases
  • Perform deep technical investigations the platform issues escalated from Tier 1 & Tier 3 Teams. Provide the Engineering team with clear and complete information, carrying out recommended diagnostic steps and gathering information as necessary.
  • Collaborating closely with Project Management, Engineering, QA, and DevOps team for effective issues resolution, workaround identification, and Root Cause Analysis provisioning for high visibility customer issues.
  • Escalation of complex technical issues to Engineering Teams with proper prioritization and issue context until resolution.
  • Collaborate with Tier 1&3 Support teams & Content Manager to document common issue troubleshooting steps and resolution; conduct knowledge transfers to improve the speed of common issues resolution and issues investigation best practices.
  • Track and document issue details, troubleshooting steps, resolution, and root cause as tickets.

Who you are and what you’ll need for this position:

  • You can quickly absorb and retain technical information
  • You have an ability to explain complex technical issues in simple terms. You will often need to translate technical information to non-technical audiences
  • You can make decisions under pressure and solve problems accurately and quickly
  • You have a passion for customer service and understand the customer experience
  • You are able to plan, organize and prioritize work in high-volume environment
  • You are a self-motivated team player that can follow and lead as situations dictate

Qualifications

  • At least 2-3 years of experience in Technical Support roles. Experience as a Technical Support Engineer, Software Support Engineer, QA Technical Manager or similar role
  • Experience in API testing using REST API tools (Postman)
  • Understanding of networking concepts such as HTTP, Email, DNS, SSL.
  • Experience working with AWS – CloudWatch, AWS SES, AWS Certificate Manager, S3
  • Good knowledge of SQL, experience working with Redshift/Other DB
  • Experience in log analysis and associated root cause analysis
  • Experience with B2B Web applications; deep understanding of web application concept
  • Understanding of how SSO works, assisting the clients in SAML setUp.
  • Technically capable, able to understands different tools, fast learner;
  • Self-organized — can work with minimal oversight;
  • Highly motivated and takes ownership of issues and processes;
  • Very detail oriented, enjoys solving puzzles and identifying root causes;
  • Strong customer focus and a passion for delivering excellent customer service
  • Excellent written and verbal communication skills
  • Work experience with common ticket tracking systems such as JIRA and ZD
  • Understanding of common file formats: JSON, XML
  • Prioritization skills and capability to make high impact decisions while multitasking

What will you get from us:

  • Work/Life Harmony:
    • Paid time off
    • Remote work with access to co-working facilities
    • Wellness programs to promote healthy work life balance
  • Whole Health Package: medical, dental, vision, life, disability insurance and we offer Supplemental health benefits for our UK employees.
  • Savings: a 401K (USA) plan to help you save for your future
  • Work From Home Stipend: to assist you in setting up a home office that works for you (or buy a new dog leash – your choice!).
  • Focus Fridays: Every other Friday through August 2022, the virtual office doors are closed for business. The intent is to give employees time off for themselves.
  • People: work with talented, collaborative, and friendly people who love what they do.
  • Development: utilize our learning platform, WorkRamp to get the training and tools you’ll need to become successful here from your first day with us.  And take advantage of our professional development stipend.
  • Surprise meal stipends: work from home won’t stop the enjoyment of a company-sponsored meal!
  • Fun: we host virtual events every month and weekly interactive company-wide meetings

We are an equal opportunity employer and value diversity. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.  We strongly believe that diversity of experience contributes to a broader collective perspective that will consistently lead to a better company and better outcomes.

This is your role! Claim your interview spot by applying now!