Acoustic · 1 day ago
Support Engineer
Conway, AR
Full-time
Onsite
Entry Level
2+ years expAcoustic is a company focused on providing cutting-edge technology in the marketing technology space. The Support Analyst role involves delivering exceptional support experiences, troubleshooting technical issues, and collaborating with various teams to ensure customer satisfaction.
AdvertisingCMSDigital MarketingEmail MarketingMarketingMarketing AutomationPersonalizationSaaSSoftware
Responsibilities
Provide customer support for Acoustic products including:
Responding to inbound customer phone, chat, web, and email inquiries
Listening to customer needs and concerns
Diagnosing and troubleshooting of technical and product issues
Maintaining detailed documentation of customer interactions
Providing guidance & best practice recommendations on product related issues
Escalate relevant cases to L3/Engineering teams with appropriate input information and maintain ownership of through resolution
Collaborating with internal Acoustic teams (engineering, devops, customer success) as needed
Follow Acoustic guidelines and processes for case handling
Deliver excellent customer service by effectively utilizing soft skills and maintaining a positive working relationship between Acoustic and its customers and partners
Develop understanding and become certified on Acoustic software products
Observe trends in customer cases, identify areas of improvement, or initiate proactive measures
Assist with other reasonable duties as may be required being adaptable to ever changing business needs
Rotating shift work is required. Includes weekend and holiday on-call rotation
Qualification
Required
2+ years customer service experience in IT
Proven ability to provide exceptional customer experience including the ability to simplify complex application information to effectively communicate with business users
Experience in web technology and academic understanding of applications and code
Knowledge of and/or background in HTML, APIs, Java, XML, basic networking, and database concepts
Ability to achieve performance targets with minimal supervision
A collaborative, teamwork and learning mind-set
Strong analytical and problem-solving skills
Service-minded and customer-focused attitude
Very good communication skills in English, both spoken and written
Preferred
Bachelor's degree
Fluency in second language, preferably Spanish, French, or Japanese
Experience with web applications, digital marketing solutions, content management systems or analytics software
Coding skills in any language
Company
Acoustic
Acoustic is a marketing and customer engagement provider helping brands get deeper customer insights and act in the moments that matter
501-1000 employees
H1B Sponsorship
Acoustic 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
2025 (4)
2024 (1)
2023 (3)
2022 (5)
2021 (6)
2020 (12)
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Francisco Partners
2022-10-18Private Equity
Leadership Team
Adam Stewart
Chief Technology Officer
Elmer Lai
Chief Financial Officer
Recent News
MarTech Breakthrough
2025-08-14
MarTech Breakthrough
2025-08-14
Company data provided by crunchbase