Technical Services Engineer at Impact

What You'll Do:

• Manage incoming support requests on our ticketing platforms to ensure issues are followed up on
• Provide technical assistance internally(other departments) and externally(clients)
• Triage issues and escalate to various team
• Act as a technical resource to on-boarding team
• Perform assigned daily tasks to monitor tracking
• Help test and replicate issues to shorten time to
• Acquire deep product knowledge and understanding about all Impact products and
• Enrich our client knowledge base with relevant technical information
• Troubleshooting all advanced tech services issues - both internally and externally
• Triage incoming technical issues and work with CS and clients to find solutions real-time.
• Manage, plan, design and implementing advanced technical integrations
• Oversee and mentor Technical Services
• Provides support to Principal engineers with technology partnerships and POC and advanced integrations
• Be the point of escalation to the local teams on urgent matters
• Manage various internal projects; training, ensuring support readiness for new feature releases,
• Work on miscellaneous engineering projects
• Specific activities will include interfacing with clients (business and technology) and answering questions on the integration process and technology, best practices and performance expectations. This person is an expert at Impact technology and will be tasked to deliver custom engineering and advanced technical support to customers that buy those services, or as determined by the Impact leadership team.
• This position will also work with the technology and customer success teams to identify and analyze data errors to help ensure stability and reliability of the Impact
• Resolve tickets in the incoming tech services queue
• Take end-to-end ownership of customer technical issues, including initial troubleshooting, identification of root cause, issue resolution and communication.
• Lead technical integration of new clients as delegated
• Acquire as much product knowledge as possible
• Provide assistance in technical services internally and externally
• Create Dev Jira tickets that address technical issues related to our
• Identify and spec out tools/reports that assist the tech troubleshooting process
• Assist in the creation of technical related help content / documentation that is made available to client base
• Serve as a go to person in regards with technical product knowledge for the Client Success team
• Provide technical support as needed in the sales

What You Have:

• Passion for solving customer issues in a fast paced environment
• Adaptability
• Cooperation
• Service oriented
• Flexibility
• Initiative
• Critical Thinking
• Ability to learn new technologies quickly
• Problem solving
• Ability to work independently
• Undergraduate degree in Computer Science, Engineering, Science, Maths or related Science or Commerce discipline or equivalent experience 
• 5+ years experience in Integration Support, Sales Engineering, Software Development or related discipline, preferably in an external customer-facing
• Experience with an internet marketing or business development team and/or lead marketing company preferred.
• Ability to perform log analysis, including writing SQL
• Experience in Web application and tool development is
• Experience of at least one scripting / programming language (Python, PHP) is preferred.