Acoustic L.P. Hiring for Software Developer at United States Full Time

Acoustic is an independent marketing cloud with the open platform that serves an international client base of more than 3,500 brands including Fortune 500 companies. We provide digital marketing, marketing analytics, content management, personalization, mobile marketing, and marketing automation solutions.

As a Software Support Engineer, you will provide advanced backend technical support for media such as SMS, email, web, mobile push, etc. You’ll use your proven technical expertise to analyze, troubleshoot and resolve issues. Additionally, you will assist Engineering with application/product support, as well as collaborating with Operations to provide database and/or infrastructure support.

In general, you will work regular business hours, Monday through Friday. However, we provide customer support 24×7, so you will be expected, from time to time, to provide coverage for U.S. hours. You also will participate in an on-call rotation that will include holidays, after-hours, and weekends.

• Use troubleshooting tools to find solutions to externally and internally reported cases pertaining to our software product and our infrastructure. (Databases, application, memory usage, processing, etc.)

• Respond to, resolve, and document all alerts and incoming cases, via JIRA ticketing system and operational monitoring mechanisms

• Prompt escalation of cases to internal teams (Engineering/Product/OPS) once all available resources have been exhausted or a defect has been identified

• Collaborate with teammates and other teams when needed to find solutions to externally and internally reported cases

• Document all solutions or update existing solutions with new information in Team Confluence room

• Proficient with reviewing logs, UNIX, SSH, permissions to triage issues

• Utilize email, chat, and other support channels to communicate

• Develop deep technical understanding and become certified on Acoustic software products, including Campaign, Analytics, Content, Exchange, and Personalization

• Follow all Engineering Support guidelines and processes for case handling

• Assist with other reasonable duties as may be required being adaptable to ever-changing business needs

• 5+ years of technical support experience in an enterprise software company; supporting external customers; web applications or analytics software strongly preferred

• Formal training in web technology and academic understanding of applications and code

• Knowledge of and/or background in HTML, APIs, Java, XML, JSON, basic networking, and database concepts (such as Oracle and/or AWS); ability to write basic SQL queries

• Experience with Redis, Kafka, Mongo, JIRA, Logstash, Confluence and New Relic

• Knowledge of SMS/Mobile Push

• Excellent communication skills

• General troubleshooting skills are a must

• Creative problem solver, logical thinking

• Willingness to learn and share with others

• Extremely proactive and takes ownership for producing positive results

• Self-reliance and the ability to work independently with minimal supervision

• Team player

Acoustic is an independent marketing cloud with the open platform needed for success in a dynamic world. We’re reimagining marketing technology by lessening the burdens of repetitive tasks and equipping marketers with powerful technology that is simple and easy to use. We give marketers more time to do what really matters—to think bigger and put themselves back into the work. We help marketers aim higher, bringing humanity back into marketing. Acoustic serves an international client base of more than 3,500 brands, including Fortune 500 companies, providing digital marketing, marketing analytics, content management, personalization, mobile marketing, and marketing automation solutions. For more information, visit www.acoustic.com.

Acoustic is proud to be an equal opportunity employer. We value diversity and are committed to providing an inclusive environment for everyone. All employment is decided on the basis of qualifications, merit, and business need.

Job ID: 2022-2728

External Company Name: Acoustic, L.P.

External Company URL: https://acoustic.com/