Technical Support Engineer at Conductor

New York, New York, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

TechnologyIndustries

Requirements

Proven experience in a technical support role, in a start-up or scale-up environment
Strong troubleshooting skills, with the ability to diagnose and resolve complex technical issues efficiently
Excellent communication skills, with the ability to explain technical concepts to both technical and non-technical audiences
Comfortable working in a fast-growing startup environment where adaptability and initiative are key
A customer-first mindset with a passion for delivering exceptional support experiences
Working knowledge in one or more of these areas: Apache Kafka, distributed systems, or modern data streaming technologies; Administering and troubleshooting Kubernetes environments; Coding in one or more JVM language (e.g. Java, Scala)

Responsibilities

Investigating and resolving technical issues with our product for our customers, escalating complex cases when necessary
Implementing fixes for issues, working alongside product engineering where necessary
Proactively identifying and implementing features across our platform to increase the ability for customers and our support engineers to effectively identify and resolve problems
Identifying and communicating customer feedback to relevant internal teams, helping to shape product improvements
Meeting and exceeding key performance metrics, including response times and customer satisfaction scores
Collaborating with other support team members to continuously refine support processes and enhance the overall customer experience

Skills

Key technologies and capabilities for this role

Apache KafkaTroubleshootingTechnical SupportRoot Cause AnalysisCustomer SatisfactionSupport ProcessesProduct EngineeringPerformance Metrics

Questions & Answers

Common questions about this position

What is the work arrangement for this role?

This role is based in the midtown Manhattan office with a hybrid schedule requiring in-office collaboration on Mondays, Wednesdays, and Thursdays.

What benefits are offered for this position?

Benefits include stock options, 15 days PTO + public holidays, top-tier private health insurance package, learning and development allowance, employee referral program, and ClassPass membership.

What skills and experience are required for this Technical Support Engineer role?

Required experience includes proven technical support in a startup or scale-up, strong troubleshooting skills, excellent communication, adaptability in a fast-growing environment, and working knowledge in Apache Kafka/distributed systems, Kubernetes, or JVM languages like Java or Scala.

What is the company culture like at Conduktor?

Conduktor is a fast-growing startup since 2020 with a fast-paced environment that values adaptability, initiative, problem-solving, customer-first mindset, and collaboration across global teams in the US, UK, and Europe.

What makes a strong candidate for this role?

A strong candidate has proven technical support experience in startups, strong troubleshooting and communication skills, a customer-first mindset, and knowledge of Kafka, Kubernetes, or JVM languages, with the ability to thrive in a fast-paced environment.

Conductor

Provides SEO technology and consulting services

About Conductor

Conductor provides technology and services focused on Search Engine Optimization (SEO) to help businesses enhance their online visibility and attract organic traffic. Their main product is an enterprise-level SEO platform that includes various tools for identifying content opportunities, optimizing existing content, and tracking SEO performance. This platform enables marketing teams to improve their search engine rankings and convert website visitors into customers. Conductor stands out from competitors by combining a user-friendly platform with personalized support and consulting services, ensuring clients can effectively implement their SEO strategies. The goal of Conductor is to help businesses achieve a higher return on investment from their digital marketing efforts through improved online presence.

New York City, New YorkHeadquarters

2008Year Founded

$210.7MTotal Funding

LATE_VCCompany Stage

Consulting, Consumer Software, Enterprise SoftwareIndustries

201-500Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

401(k) Company Match

Unlimited Paid Time Off

Paid Sick Leave

Short-Term Disability

Long-Term Disability

Paid Parental Leave

Employee Assistance Program

Health Savings Account/Flexible Spending Account

Paid Holidays

Life Insurance

Phone/Internet Stipend

Risks

Acquia's new digital experience solution may attract Conductor's clients with its offerings.

Layoff anxiety in the tech sector could reduce Conductor's client marketing budgets.

Rapid acquisitions may lead to integration challenges and service disruptions for Conductor.

Differentiation

Conductor's Searchlight platform offers unique customer intent insights for content optimization.

The company provides customizable dashboards for effective SEO and content marketing strategies.

Conductor's acquisition of Searchmetrics enhances its European market presence and capabilities.

Upsides

Conductor's expansion in Europe is accelerated by acquiring Searchmetrics in February 2023.

The rise of AI-driven content optimization tools aligns with Conductor's technology focus.

Increased demand for local SEO services benefits Conductor's comprehensive platform offerings.

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