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:
Client-Facing Expertise: You will Act as the primary technical advisor and product expert for enterprise customers, ensuring they receive high-quality support and expert guidance.Lead and manage client-facing calls, providing timely and effective resolutions to complex technical issues.Build and maintain strong relationships with customers to understand their business needs and deliver tailored support, ensuring maximum value from Zeotap’s platform.Actively engage with clients during escalations and ensure customer satisfaction through effective issue resolution.Escalation Management:You have to own and manage escalated issues from customers, ensuring that issues are resolved promptly within SLAs.Provide detailed context and collaborate closely with internal teams to resolve complex cases, including technical configurations and root cause analysis.Establish best practices for escalation management, ensuring all team members follow a consistent and effective process.Team Mentoring & Leadership: You will mentor junior members of the support team, guiding technical problem-solving, customer interactions, and escalation management.Foster a collaborative team environment, encouraging knowledge sharing, continuous improvement, and high performance.Take ownership of process improvements within the support function, developing and implementing new procedures, tools, and training to optimize team effectiveness. Process Building & Continuous Improvement: You will lead the development of internal knowledge bases, documentation, and troubleshooting guides to empower customers and internal teams.Drive improvements in internal support processes, ensuring efficient and consistent customer experiences while reducing response and resolution times.Proactively identify trends and root causes of recurring issues and collaborate with engineering and product teams to address them at the source.Reporting & Metrics: You have to take ownership of support metrics, including ticket volume, resolution times, customer satisfaction (CSAT), and technical issue trends.Prepare and deliver regular performance reports to leadership, providing actionable insights and recommendations for improvements.Collaboration with Internal Teams: You will Work closely with Engineering, Product, Sales, and Customer Success teams to align technical solutions with customer needs.Collaborate on cross-functional projects and initiatives to continuously enhance the customer experience.Adhere to Security and Compliance Standards: You will follow Zeotap’s security and privacy policies, ensuring customer data is handled in compliance with internal guidelines and industry standards.Requirements:
4+ years of experience in a technical support, solutions engineering, or customer success engineering role within a SaaS or enterprise software environment.Proven experience managing escalations and providing high-quality support for large-scale enterprise customers.Demonstrated success in mentoring and leading teams, fostering collaboration, and driving process improvements.SaaS & Cloud Application Support: Expertise with SaaS applications and cloud-based infrastructure (particularly Google Cloud Platform, but any cloud experience is valuable).API & Integrations: Deep experience with RESTful APIs, troubleshooting integrations, and providing solutions for complex customer issues.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, Javascript, or Java) to automate workflows and resolve technical issues.Monitoring & Troubleshooting: Familiarity with cloud monitoring tools (e.g., Stackdriver, BigQuery, Datadog, Kibana, Grafana, 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 the ability to manage and maintain customer relationships while aligning internal teams to solve customer challenges.Excellent analytical and troubleshooting skills with the ability to quickly identify root causes and resolve complex technical issues.Ability to manage multiple priorities simultaneously while maintaining a high standard of customer satisfaction.A passion for delivering customer satisfaction and high-quality support.Proven ability to handle customer issues under pressure, maintaining a positive customer experience in challenging situations.Strong sense of ownership, accountability, and initiative.Willingness to take responsibility for the success of the support function and customer experience.Willingness to work across different time zones to support customers, particularly during EU working hours.Nice-to-Have:
Cloud Certifications: Certifications such as Google Cloud Associate Cloud Engineer, Professional Cloud Architect, or similar are beneficial.Technical Knowledge: Experience with Kubernetes, Docker, or Terraform for managing cloud-based infrastructure.Industry Knowledge: Familiarity with Ad-tech, Mar-tech, or similar industries, especially in areas related to privacy, data security, and cloud-based analytics.Measures of Success:
Customer Satisfaction (CSAT): High CSAT scores based on customer feedback, demonstrating your ability to solve problems effectively.Escalation Management: High success rate in managing and resolving escalated issues within SLAs.Team Growth & Development: Successful mentoring of junior team members and leadership in process improvements.SLA Adherence: Consistent adherence to SLA targets for response and resolution times.Knowledge Base Contribution: Regular contributions to the internal knowledge base, improving team efficiency and customer self-service.Proactive Monitoring Initiatives: Active involvement in identifying and addressing potential issues before they escalate. Demonstrated success in setting up and managing proactive monitoring systems to prevent disruptions and optimize system performance.What do we offer:
Competitive compensation and attractive perksHealth Insurance coverage Flexible working support, guidance and training provided by a highly experienced teamFast paced work environmentWork with very driven entrepreneurs and a network of global senior investors across telco, data, advertising, and technologyZeotap welcomes all – we are equal employment opportunity & affirmative action employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.
Interested in joining us?
We look forward to hearing from you!
