Technical Support Analyst

Marketo is growing, and we are looking for dynamic individuals who will share our passion for making our expanding community of customers successful using the Marketo solution. We are the fastest-growing company in the Marketing Automation field, and are viewed as thought leaders in this space.

The position provides front line product and technical support to our customers. Candidates should have experience supporting enterprise applications, and thrive in a fast-paced environment with significant responsibility and minimal supervision.

The Technical Support Analyst will use their knowledge of the Marketo application, underlying technology, and customers’ business processes to diagnose and resolve complex customer-reported issues with the Marketo solution.

Responsibilities:

• Become a subject matter expert in Marketo’ technology and apply it to Marketo customers’ business processes.
• Provide business and technical solutions to help customers optimize use of solution
• Research, resolve and record all levels of customer issues submitted via email, phone and web
• Perform problem characterization, reproduction, diagnosis, and root cause analysis
• Work with other Services and Product Development personnel to replicate, troubleshoot and workaround or resolve product issues, escalating as necessary
• Configure customer systems to meet requirements
• Manage case load to meet defined service levels
• Create Knowledge Base Articles / Technical Notes
• File enhancement requests and work with product management / product marketing to understand requested product enhancements
• Help improve customer support methods and processes
• Work with minimal supervision
• Consolidate and document customer feedback into functional requirements for product development team
• Contribute to internal processes

Qualifications:

• 4+ years of progressive experience diagnosing and fixing problems in complex software environment.
• Experience providing direct support to external customers by phone, electronically, via remote means, and face-to-face on site.
• Demonstrated experience supporting enterprise software solutions, ideally CRM, PRM, or SFA applications
• Excellent organizational skills -- ability to prioritize, manage, multi-task and execute projects across multiple departments.
• Superior communications skills (presentation, written, and verbal) and ability to interact effectively with all levels of professional staff. Ability to explain complex concepts simply.
• Ability to manage ambiguity and make quick, accurate and appropriate decisions.
• Excellent problem-solving skills and ability to navigate challenging situations in a professional manner.
• Ability to understand and act on daily, changing priorities
• Demonstrated problem-solving, follow-up, and time management skills
• Ability to work cross-functionally
• Willingness to take start-to-finish responsibility for a task
• Knowledge of marketing and sales processes a plus
• Demonstrated experience in one or more of the following additional areas a plus:Database technology (SQL); Web technology (HTML, JavaScript, CSS, XML)
• Familiarity with SaaS solutions a plus

We offer competitive salaries & incentivized compensation plans, great benefits, and a spirited and energetic environment. If this sounds like you, we'd like to talk to you, so send a cover note and your resume to jobs@marketo.com.