Optimizely · 1 month ago
Technical Support Engineer - Tier 2
United States
Full-time
Remote
Mid Level
3+ years expOptimizely is on a mission to help people unlock their digital potential. The Technical Support Engineer - Tier 2 is responsible for resolving complex issues across PaaS/SaaS platforms, working closely with Engineering and Product teams to deliver effective support and enhance customer satisfaction.
ContentData ManagementMarketingSoftware
Responsibilities
Independently triage and resolve complex Tier 2 cases with minimal supervision
Identify recurring issues and suggest improvements to documentation
Escalate complex issues with clear context and documentation
Collaborate cross-functionally to resolve customer-impacting issues
Proactively contributes to knowledge base articles and internal process improvements
Document all customer interactions and resolutions with detail, clarity, and accuracy in Optimizely’s ticketing system
Attend team meetings, collaboration sessions, internal and external trainings and participate in on-call rotation
Establish knowledge in all technological areas of the Optimizely products
Exercises sound judgment within established procedures to determine appropriate actions
Provide prompt, empathetic and technical sound support across all channels
Innovates beyond defined procedures when necessary to deliver results
Independently decomposes complex tasks and executes effectively
Makes well-reasoned decisions despite ambiguity or incomplete information
Demonstrates resourcefulness and autonomy in problem-solving
Qualification
Required
Minimum of three years in a similar position
Experienced with .NET, MVC, and C#
Experienced in other web technologies including MSSQL, WCF, WebForms, jQuery, CSS(3), HTML(5), and Javascript, Dojo Toolkit
Experienced in diagnosing code-related issues
Experienced in memory dump analysis
Experienced TCP Dump analysis/Profile Traces
Experienced Troubleshoot performance bottlenecks, etc
Preferred
Relevant industry recognized certificates preferred
Bachelor's degree in computer science, IT, or Telecommunications preferred, or equivalent working experience
Company
Optimizely
Optimizely is a digital experience platform for unlocking digital potential, content, commerce, and optimization.
1001-5000 employees
H1B Sponsorship
Optimizely has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2022 (2)
2021 (4)
2020 (5)
Funding
Current Stage
Late StageTotal Funding
$1.35BKey Investors
Golub CapitalGoldman Sachs Growth EquityBridge Bank
2024-12-05Debt Financing· $1.1B
2020-09-03Acquired
2019-06-18Series D· $50M
Leadership Team
Tara Corey
Senior Vice President Marketing
Jon Greene
VP Sales, Manufacturing & Distribution | B2B SaaS Digital Experience & Ecommerce
Recent News
Andreessen Horowitz
2025-12-29
2025-12-29
Company data provided by crunchbase