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Technical Support Representative (Contract)

| Austin

Company Description

Optimizely is the world's leader in customer experience optimization, allowing businesses to dramatically drive up the value of their digital products, commerce and campaigns through its best in class experimentation software platform. By replacing digital guesswork with evidence-based results, Optimizely enables product and marketing professionals to accelerate innovation, lower the risk of new features, and drive up the return on investment from digital by up to 10X. Over 26 of the Fortune 100 companies choose Optimizely to power their global digital experiences. Optimizely’s impressive customer list includes eBay, FOX, IBM, The New York Times and many more global enterprises.

Job Description

Our global Support team provides world class technical support to our customers. Technical Support Engineers (TSE) work closely with clients to resolve their most challenging problems including debugging complex optimization campaigns, adapting experiments to run on different media types, and helping customers interpret their results. Additionally, the support team will enable customers to integrate Optimizely with other analytics platforms so they can truly make data-driven decisions. As an essential solution for our customers, Optimizely Support is available 7x24 to assure the success of our clients and minimize the impact of any critical issues.

As part of the Customer Success team, TSEs contribute to the team’s mission of making customers successful and enabling them to realize business value, so they remain customers for life. We have high expectations around giving our customers quick, accurate, and awesome support so they can focus on doing what they do best. In addition to answering customer questions, support tasks include leading projects to drive efficiency, documenting knowledge so customers can self-solve questions, and develop tools that allow our client to be more satisfied with Optimizely.

Website and mobile testing, as well as personalization, are still new fields, and we’ll be the first to tell you that this role requires a high technical acumen to succeed. If you are not technically inclined and curious, this is probably not the right position for you!

  • Deliver happiness to every customer you interact with by answering their questions via phone and email (or by any means necessary).
  • Debug customer issues, keeping ownership of cases until resolution while engaging other teams as needed.
  • Develop your skills in cutting-edge web technologies (JavaScript, jQuery, CSS, HTML, mobile development, etc.), used on our customers’ websites and apps.
  • Contribute to improving our processes, systems, and customer interactions by initiating and driving innovative projects to help our clients become even more successful with Optimizely.
  • Collaborate on projects with other teams at Optimizely.
  • Deliver on or exceed quarterly Objectives and Key Results that align with the company's business goals.
  • Availability to be on call for emergency issues that arrive during off hours one week out of every quarter.


  • You are genuine in your desire to help others and are the go-to person for your family and friends for all things technical.
  • You embrace a bottom-up culture, are not afraid to share your ideas, and will find ways to impact the team positively through innovation.
  • You have some front-end web development (HTML, CSS, JavaScript) and web analytics (e.g. Google Analytics) experience, or have earned a 4-year degree in a technical field like computer science, programming, statistics or mathematics.
  • You are a self-starter and are continuously looking for ways to do things better.
  • You have a thirst for knowledge, often challenging yourself to learn new web technologies.
  • You enjoy working on technical side projects to validate what you’ve learned.
  • You have good time management skills and can balance numerous projects at once.

What you’ll learn:

  • You’ll become a certified Optimizely expert, and will be able to demonstrate the value of website optimization.
  • You will be mentored to put your skills to use and create amazing experiences for customers.
  • Being surrounded by a world-class team, you will brainstorm, think big, innovate, take risks, and make data-driven decisions.
  • You'll be challenged to advance your technical expertise, particularly around front end technologies.
  • You will learn to drive key results on both company and team specific objectives.

Additional Information

At Optimizely, we embody inclusion and embrace diversity. Optimizely is an equal opportunity employer and makes employment decisions on the basis of merit. Optimizely prohibits discrimination based on race, color, religion, sex, sexual identity, gender identity, marital status, veteran status, nationality, citizenship, age, disability, medical condition, pregnancy, or any other unlawful consideration.

All your information will be kept confidential according to EEO guidelines.

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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • jQueryLibraries
    • ReactLibraries
    • AngularJSFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • SAP HANADatabases


Optimizely is located in a trendy, downtown area with plenty of restaurants and bars nearby. Public transportation is easily accessible.

An Insider's view of Optimizely

How would you describe the company’s work-life balance?

Optimizely is also a place where work-life balance is a real thing. Unlimited vacation means that I’m trusted to take time off when I need it. I’ve also been able to work remotely from Tahoe so that I can drive up when there’s less traffic, and from Boston so that I can spend time with my family.


Client Engineer

What projects are you most excited about?

I’m collaborating with another engineer on a new feature, Custom Audience Integrations, that will enable our services team, solutions partners, and customers to easily integrate our Web products with any external source of audience targeting data.


Client Engineer

What makes someone successful on your team?

Software engineering here isn’t about someone going off on their own with a problem and coming back with a solution. We design solutions as a team of individuals, each bringing their perspective to the table. I’ve found this way of designing has helped me grow as engineer over the years and to deliver the best results possible to our customers.


Backend Engineer

How do you empower your team to be more creative?

As a leadership team, we are deeply committed to creating a culture based on inclusion, experimentation, innovation, and feeling empowered to take risks. To be successful, we have to be exceptional performers. And to be exceptional performers, we have to have passionate people driving the way.


Chief People Officer

What are some things you learned at the company?

It inspires a lot of pride knowing that I work on the best in class experimentation product and one that brings real ROI to some of the world's largest global brands . I didn't realize how much I cared about products until I joined Optimizely.


Senior Software Engineer

What are Optimizely Perks + Benefits

Optimizely Benefits Overview

At Optimizely, we offer a wide array of benefits and perks to help our employees strike just the right balance between work time and personal time. We’re all about optimizing productivity by maximizing joy.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Wellness Programs
Retirement & Stock Options Benefits
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Happy Hours
Professional Development Benefits
Job Training & Conferences
Diversity Program
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