Technical Support Engineer

Software Guidance & Assistance, Inc., (SGA), is searching for a Technical Support Engineer for a Contract assignment with one of our premier SaaS clients in Lehi, UT .

As a member of the customer care team, you will act as a technical resource for our Enterprise and Commercial customers. You will become a trusted technical advisor and aid Digital Marketers in realizing their investment in their Marketo Platform.
This position handles the delivery of technical support and resolution of customer issues. Team members provide outstanding assistance through quick and friendly delivery of detailed, creative, and flexible solutions that enable successful use of the platform. As a valued individual of our team, you'll share strategies and insights to improve the quality and efficiency of customer support while being responsible for issues of moderate complexity and self-managing priorities.

Responsibilities :

• Become an authority in Marketo Engage technology and apply it to our customers' business processes
• Meet case management Service Level and Customer Satisfaction targets
• Communicate clearly and accurately with customers on a variety of complex situations, while being passionate about the customer's success
• Ensure timely and complete resolution of technical challenges and business issues; collaborate with internal teams as the need arises and align customer expectations
• Establish relationships with Product Management, Education, Engineering, Operations, and Professional Services to drive end-to-end success
• Share standard methodologies with team members; inspiring change and efficiency by chipping in to help maintain the knowledge base
• Serve as a domain expert (SME), in specific functional and technical areas of the Marketo technology

Required Skills :

• Relevant BA/BS degree in a related field or 2 years of progressive experience in diagnosing and resolving technical problems in a sophisticated software environment.
• Experience providing direct support to external customers by phone, electronically, and face-to-face
• Demonstrated experience supporting enterprise software solutions, ideally Marketing Automation, CRM, PRM, or SFA applications
• Exceptional organizational skills: ability to prioritize, manage, and complete tasks multi-functionally
• Superb communication skills (presentation, written, and verbal). Able to communicate effectively with all levels of professional staff.
• The ability to navigate complicated situations in a professional manner
• Experience in one or more of the following additional areas a plus: Database technology (SQL, MySQL); Web technology (HTML, JavaScript, CSS, XML, PHP); CRM technology (Microsoft Dynamics, Salesforce)
• Familiarity with SaaS solutions a plus

SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at .

EEO Employer: Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status.