Technical Support Analyst (Remote)

Position Title: Technical Support Analyst

Location: Virtual, United Kingdom

Employment Type: Full-Time

Onsite, Remote or Hybrid: Remote

Department: Product Support

Travel: Minimal (Up to 5%)

COMPANY SUMMARY:

Here at Aprimo, our mission is to empower the marketing organizations of today to build the brands of tomorrow. Aprimo is a pioneer of the marketing resource and digital asset management space, and we deliver an innovative, industry-leading SaaS solution that changes the way companies like AT&T, National Park Foundation, Laborie, and Bank of America work, create, collaborate, and learn in order to deliver exceptional brand experiences at scale.

Aprimo helps enterprises unleash the power of their content by providing a marketing automation software and digital asset management software that manages the behind-the-scenes activities involved in marketing. Our product allows companies to manage content planning, creation and distribution all in one place, store content and media in a shared repository, and receive in-depth insights into how content performs.

Founded in 1998, Aprimo has five offices internationally, including Chicago headquarters, and offers a flexible work-from-home/remote-work policy.

Named a Leader in Digital Asset Management (DAM) and Marketing Resource Management by Forrester and winner of the 2021 Tech Cares Award for our work with Aprimo HELPS, we build on the power of our people to make an impact both in our industry and in our communities.

POSITION SUMMARY:

This position is the initial point of contact for Aprimo Customer Support. Key areas of focus include:

• Analysis of customer reported issues against our SaaS application in order to clearly state the impact of the issue and the need of the customer
• Information gathering, in-depth technical research (In-App logging, Azure Platform Telemetry, Database Metrics and Health indicators, Network traffic analysis, etc.), and review of potential associations to Known Issues
• Identification of available solutions or workarounds for reported product behaviors
• Recreation of reported behaviors for review as a product defect or alternative solution
• Individuals in the role regularly interact with Product and Dev/Ops team members as part of the troubleshooting and escalation process

WHAT YOU WILL BE RESPONSIBLE FOR:

• Log, research, and accurately resolve customer inquiries and problems in a timely manner, meeting and exceeding Service Level Agreements as outlined for customers in the Aprimo Engagement Guide
• Effectively interact with Product team to report bugs identified by customers
• Ensure proper escalation occurs for unresolved issues to ensure the customer remains satisfied
• Act as customer advocate to Product Management and Development
• Gain and maintain current knowledge of Aprimo’s Support Policies and Procedures
• Contribute to the advancement of Team Aprimo’s goals
• Contribute to the improvement and development of Knowledge documentation
• Prepare for scheduled presence in phone queue
• Prepare for participation in weekend/holiday on call rotation (for critical issues only-stipend included)
• Additional responsibilities and duties as required

CANDIDATE QUALIFICATIONS & WHY YOU’RE A GREAT FIT FOR THE ROLE:

• The Essentials
  • A minimum of 2 years of experience in directly supporting external software applications is required
  • Proficiency with SQL
  • Experience with SSMS (SQL Server Management Studio)
  • Experience with Microsoft Azure Application Insights
  • As our organization is a continually shifting and complex environment, we are seeking a team member who can effectively manage competing priorities and who can efficiently communicate and collaborate with team members
• Additional Successful Qualities
  • Troubleshooting Experience with client-server or web-based applications
  • Familiarity with REST and JSON
  • Knowledge of HTML Routing concepts
  • External customer-facing experience in a software support environment

APRIMO CULTURE & WHY YOU’LL LOVE WORKING HERE:

• Aprimo offers a forward-thinking, progressive and employee-first culture that is based in both collaboration and flexibility with team members who are friendly, intelligent and enthusiastic people that are committed to the product and mission here at Aprimo.
  • With 5 offices worldwide and teams spread throughout the US, EMEA and Philippines, our multicultural teams work cross-departmentally and across continents and cultures towards a shared goal.
  • We offer a diverse environment that promotes DEI efforts, values multiple perspectives and fresh thinking and which includes Aprimo HELPS, an employee resource group (ERG) that is dedicated to giving back to our local communities
• Through its relaxed environment, Aprimo embodies a more casual “Silicon Valley” atmosphere.
  • We have a casual dress code that allows employees to express themselves as individuals and which fosters a creative and free-thinking approach to problem solving and business solutions. And it also allows us to wear hoodies and shorts during internal meetings.
• Flexible work schedules and all positions allowing for either entirely remote or hybrid working arrangements create a deeply rewarding work-life balance.
  
  • With flexible work schedules, employees can attend to personal matters, such as stepping away to pick up their children from school or to get a much-needed haircut.
  • In a recent internal survey, 89% of staff cited work-life balance as being one of the most rewarding aspects of working at Aprimo!
• Part of the key to our success is that team members are not only successful at collaboration and open communication, but that they are also given a great deal of autonomy and freedom in their own individual roles.
  • Our culture is not a micro-managing environment – rather, employees are encouraged to be self-starters, to voice new ideas, and to exercise ownership in their individual roles.
  • As such, individual team members can leave a lasting impact and footprint within the organization – in fact, our average employee tenure is 7.7 years.
• Aprimo employs a “choose your own adventure” approach to career advancement.
  • Staff members are not siloed into roles and for many of our teams there is no set ladder that one needs to climb to achieve growth and promotion.
  • Rather, we emphasize an organic approach to career development in which employees can and do frequently transition into newly created roles within their own teams or transition into other departments based on their interests in exploring new skills and responsibilities.
  • For additional learning and development, we recently rolled out Udemy, which is an online learning platform that employees have access to and which features over 200,000 courses on a wide variety of business topics.
• Ranked #1 in AI Metadata & Search by Forrester, Aprimo sits on the cutting-edge of technology and is paving new paths forward by incorporating AI (artificial intelligence) into our product offerings.
  • We offer generative AI in a secure environment built for brand safety and governance. Our AI-powered content operations platform, with industry leading digital asset management (DAM) software at its core, helps to optimize the creative process and improve the user experience with better search, recommendations, categorization and summarization.
  • Our AI empowers marketing teams to automate tasks, analyze data, and personalize content, ensuring scalability without sacrificing productivity.
  • AI automatically identifies asset characteristics and transforms them into words a human would search for. Translation, image alterations, personalization, and more are all streamlined by AI.
  • With our platform, marketers can efficiently produce a larger volume of content, engage customers on a personalized level, curate relevant materials, and make data-driven decisions to drive their content strategies forward.
  • Our AI offers up to 72% increase in discoverability and productivity, up to 61% reduction in production time, and up to 66% faster time to market.

PHYSICAL REQUIREMENTS:

• Must be able to remain in stationary position, often standing or sitting for prolonged periods and performing sedentary work that primarily involves sitting/standing
• Must be able to move about to accomplish tasks or moving from one worksite to another
• Must be able to perform light physical work that includes lifting or moving objects up to 20 lbs. or medium work that includes moving objects up to 50 pounds on occasion
• Must be able to communicate with others to exchange information, including conveying detailed or important spoken instructions to others accurately, loudly, or quickly
• Must possess the ability to receive detailed information through oral communication at normal speaking levels
• Must be able to repeat motions that may include the wrists, hands and/or fingers (i.e., repeated typing, etc.)
• The worker is required to have close visual awareness to perform an activity and to assess the accuracy, neatness and thoroughness of the work assigned, such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.
• This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, etc.

EEO STATEMENT:

Aprimo provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender identification, national origin, age, disability or genetics. In addition to federal law requirements, Aprimo complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

ADA STATEMENT:

Aprimo is required to make a reasonable accommodation to the known disability of a qualified applicant or employee if it would not impose an "undue hardship" on the operation of the employer's business. Undue hardship is defined as an action requiring significant difficulty or expense when considered in light of factors such as an employer's size, financial resources and the nature and structure of its operation.