Technical Support Consultant

Responsibilities Provide technical support via telephone and email, thoroughly logging all interactions in respective support cases. Work night shifts without rotations, with a 9-hour shift ranging from 8 PM to 7 AM IST. Participate in weekend or holiday coverage on a rotational basis with the team. Validate and report customer-submitted product bug reports with precision. Educate customers on the use of Digital Marketing products. Handle projects expertly and within stated timelines. Fully own cases and contribute to the success of global teams. Identify trends and potential issues, communicating them promptly to affected parties. Support sustainable and scalable software solutions for largest customers. Maintain accurate and complete product documentation. Treat each case as an opportunity to delight customers, despite factors outside the consultant's control (such as product limitations or dependencies on third parties). Assist in special projects and other duties as assigned. Required Technical Competence Must have good written and communication skills Deep knowledge and understanding of HTML, JavaScript, Perl, Web 2.0, and web services. Knowledge of Internet/Digital Marketing concepts, Mobile, DTM, and Tag Management. Experience with SQL and database management. Experience with data insertion and reporting APIs, SOAP, REST, and PHP. Knowledge of mobile and video programming solutions. Experience with Tag Management tools. Desirable experience with Solutions such as Adobe Experience Platform, Analytics, Target, Audience Manager, or other web analytics and optimization tools, within or outside the Marketing Cloud. Demonstrable ability to diagnose and fix complex analytic implementation issues. Practical understanding of JQuery, Angular JS, and any JS framework. Working knowledge of API (Application Programming Interface). Ability to identify, research, and quantify business problems using statistical analyses on large data sets. Evidence of leading multi-platform solutions as a product owner, technical client service lead, or solution consultant. Adobe Experience Cloud tool certification (Adobe Campaign, Adobe Experience Platform, Adobe Target, Adobe Analytics) is desirable. General knowledge of working with Google, Tealium, Salesforce, and Pega technologies. Some experience in digital marketing, CRO, digital analytics, decisioning, campaign planning, creative, and UX disciplines.