Technical Support Analyst

Acoustic L.P. (Pune, MH, India) 23 days ago

As a Technical Analyst at Acoustic, you will join a customer-centric team focused on providing an exceptional technical support experience to our customers. Acoustic is bringing cutting-edge technology to the marketing technology space, leveraging AI to bring human-centered solutions to our customer’s biggest marketing challenges. This role provides an exciting opportunity to leverage your technical expertise and customer service skills to analyze, troubleshoot, and resolve issues pertaining to the Acoustic ecosystem of products. This includes providing technical support through a variety of methods including telephone, web chat and e-mail.


  • Develop a deep technical understanding and become certified on Acoustic software products.
  • Drive resolution of technical support cases reported by customers through the support channels.
  • Analyze, investigate, troubleshoot, document and track support case status from first response to resolution.
  • Provide guidance, assistance and follow-up on customer questions.
  • Address customer cases with appreciation for business context/justification.
  • Collaborate with other support teams on cross-functional or complex cases.
  • Escalate relevant support cases to Level3/Engineering teams with appropriate input information and maintain ownership of support cases from escalation to resolution.
  • Serve as a subject matter expert on product’s features, functionality and usage.
  • Provide input into root cause analysis documentation.
  • Observe trends in customer cases, identify areas for improvement or initiate proactive measures.
  • With a focus on customer experience, simplify complex technical information to effectively communicate with the end user.
  • Prepare FAQs, upgrade notes, knowledge base articles and other support documents.
  • Follow guidelines, best practices and processes for case handling.
  • Provide coverage for U.S. hours (permanent scheme of night shifts starting at 8.30, 9.30, and 10.30 PM IST). You also will participate in an on-call rotation that will include holidays, after hours and weekends.

  • 2+ years of technical support experience in an enterprise software company supporting external customers.

  • Experience with HTML, APIs, Java, JavaScript, XML, basic networking, and database concepts (such as Oracle and/or AWS).

  • Understanding of web systems and integrations (physical, logical, hardware, software).

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

  • Strong analytical and problem-solving skills.

  • Service-minded and customer-focused attitude.

  • Ability to achieve performance targets with minimal supervision.

  • A collaborative, teamwork and learning mind-set.
  • Very good communication skills in English, both spoken and written.
  • This role is currently remote due to the pandemic. At some point, this role will work out of our office in Pune.

  • Bachelor’s degree.
  • ITIL certification.
  • Experience with web applications, digital marketing solutions, content management systems or analytics software.
  • Coding skills in any language, ideally Java.
  • Tier 2 or Tier 3 support experience.
  • Experience with environment configuration.
  • Experience with infrastructure troubleshooting.

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.

Technical Support Analyst

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