Position overview – Customer Support Engineer Following remarkable success worldwide, SDL Fredhopper is looking to expand its team with a talented Customer Support Engineer. In this role you will provide outstanding customer service to clients of our mission-critical products and be relentless about keeping customers happy. You will liaise with clients to answer challenging technical and business questions, diagnose, prioritize, escalate and ensure resolve of support requests. You will also enhance and implement service best practices. Being a team player, you will work on enhancements in close co-operation with Fredhopper Consultants, Product developers and clients' technical teams, as well as visit clients to review and advise on implementations. Our team of best in class consultants and engineers and ever growing number of international customers provide a unique opportunity to gain deep insights in ecommerce, digital marketing and a variety of related technologies.
 
The role requires flexibility on working hours to ensure global coverage and co-ordination of SDL Fredhopper support activities, and knowledge transfer across the Global Customer Support organization. You also must be willing to participate in the 24x7 SDL Fredhopper on-call rotations.
 
Minimum qualifications

• University degree in an ICT field
• Excellent analytical skills
• Great service orientation
• Advanced Linux/Unix skills
• Practical data handling skills (from areas such as DBs, ETL, XML)
• General understanding of internet technologies such as HTTP, DNS, load-balancing
• General understanding of a programming language
• Customer or technical support experience in a software or services company
• Good communication skills both written and verbal. Good knowledge of English
• Self starter with strong drive who mobilises people and gets things done

Qualifications considered an advantage

• Good understanding of Java or another OO programming language
• Affinity with e-commerce, web analytics, marketing and/or psychology