About Zeotap Founded in Berlin in 2014, Zeotap started with a mission to provide high-quality data to marketers. As we evolved, we recognized a greater challenge: helping brands create personalized, multi-channel experiences in a world that demands strict data privacy and compliance. This drive led to the launch of Zeotap s Customer Data Platform (CDP) in 2020 a powerful, AI-native SaaS suite built on Google Cloud that empowers brands to unlock and activate customer data securely. Today, Zeotap is trusted by some of the world s most innovative brands, including Virgin Media O2, Amazon, and Audi, to create engaging, data-driven customer experiences that drive better business outcomes across marketing, sales, and service. With an unique background in high-quality data solutions, Zeotap is a leader in the European CDP market, empowering enterprises with a secure, privacy-first solution to harness the full potential of their customer data. Responsibilities: You design and develop self-serve and dashboard products of Zeotap. You display end to end ownership for UI features including estimation and coordination with UX, product and backend. You are responsible for the Core UI framework - designs, implements and maintains it You stay current with latest tools, technology ideas and methodologies; share knowledge by clearly articulating results and ideas to key decision makers. You should mentor junior team members. You adhere to Zeotap s company, privacy and information security policies and procedures. You complete all the awareness trainings assigned on time Requirements: 2-4 years of strong experience in developing web applications BS/MS in Computer Science or equivalent Strong in problem solving, data structures and algorithm design Strong experience in Object Oriented Design, design patterns and developing highly scalable web applications Proficiency and expertise of JavaScript frameworks with practical experience mainly focused on AngularJS 5 / NgRx / React / Redux and Node.js Experience in building component based UI library Knowledge in authorisation mechanism - JWT, OAUTH, GAUTH is a plus Ability to ramp up on backend technologies using Node or Java based stacks Good working knowledge of DB - MySQL or PostgreSQL is a plus Production troubleshooting, debugging experience Ability to deliver code quickly from given scenarios in fast paced startup environment Added advantage- GitHub, Sketch, AWS, Worked with Agile Development Process What do we offer: Competitive compensation and attractive perks Health Insurance coverage Flexible working support, guidance and training provided by a highly experienced team Fast paced work environment Work with very driven entrepreneurs and a network of global senior investors across telco, data, advertising, and technology Zeotap welcomes all - we are equal employment opportunity & affirmative action employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Interested in joining us We look forward to hearing from you!
About Zeotap Founded in Berlin in 2014, Zeotap started with a mission to provide high-quality data to marketers. As we evolved, we recognized a greater challenge: helping brands create personalized, multi-channel experiences in a world that demands strict data privacy and compliance. This drive led to the launch of Zeotap s Customer Data Platform (CDP) in 2020 a powerful, AI-native SaaS suite built on Google Cloud that empowers brands to unlock and activate customer data securely. Today, Zeotap is trusted by some of the world s most innovative brands, including Virgin Media O2, Amazon, and Audi, to create engaging, data-driven customer experiences that drive better business outcomes across marketing, sales, and service. With an unique background in high-quality data solutions, Zeotap is a leader in the European CDP market, empowering enterprises with a secure, privacy-first solution to harness the full potential of their customer data. Zeotap is expanding its SAAS product suites branded as Customer Intelligence Platform consisting of an integrated product suite for Customer data collection, ID resolution, Predictive Analytics, Audience management and Activation. Our ideal candidate will be passionate about helping our enterprise customers and business teams across the globe, enjoy resolving problems, identifying root causes of issues, and thrive in a team environment. The incoming person would be responsible for end-to-end ticket resolution and communication with the customers and other stakeholders within the SLA, escalations to the internal teams based on SOPs, creation of internal knowledge based articles and perform engineering support activities as and when required. Responsibilities: You will be a part of product development team, developing modules for data driven applications You will deliver production quality code adhering to best practices You should assist in production troubleshooting You should research and implement cutting-edge technologies relevant to zeotap business problems You adhere to zeotap s company, privacy and information security policies and procedures You complete all the awareness training assigned on time Requirements: Looking for candidates who can do minimum 6 months Internship Very good in Advanced data structures and algorithms Strong problem-solving ability Good programming skills in any one of - Java, Scala, GoLang, Python Good SQL querying skills. Above Basic level. Degree in Computer Science or IT with strong academic credentials Experience in handling terabyte size datasets Strong understanding of transactional and high scale systems Courses in Big data and No SQL technologies Courses in complex SQL queries Zeotap welcomes all - we are equal employment opportunity & affirmative action employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Interested in joining us? We look forward to hearing from you!
About Zeotap Founded in Berlin in 2014, Zeotap started with a mission to provide high-quality data to marketers. As we evolved, we recognized a greater challenge: helping brands create personalized, multi-channel experiences in a world that demands strict data privacy and compliance. This drive led to the launch of Zeotap s Customer Data Platform (CDP) in 2020 a powerful, AI-native SaaS suite built on Google Cloud that empowers brands to unlock and activate customer data securely. Today, Zeotap is trusted by some of the world s most innovative brands, including Virgin Media O2, Amazon, and Audi, to create engaging, data-driven customer experiences that drive better business outcomes across marketing, sales, and service. With an unique background in high-quality data solutions, Zeotap is a leader in the European CDP market, empowering enterprises with a secure, privacy-first solution to harness the full potential of their customer data. About the Role: As a Senior Solutions Engineer - Support, you will play a key role in providing technical expertise and driving customer success for our enterprise clients using Zeotap s SaaS platform. In this senior role, you ll not only resolve complex issues and ensure seamless integrations but will also take on additional responsibilities like managing escalations, leading client-facing calls, mentoring the support team, and driving process improvements. You will collaborate across teams Engineering, Product, Sales, and Customer Success ensuring customers have an exceptional experience and derive maximum value from Zeotap s solutions.This role is ideal for someone with a strong technical background, an ownership mindset, and a passion for delivering excellent customer service, with a proven ability to mentor and drive team efficiency in a high-growth, fast-paced environment. Responsibilities: Client-Facing Expertise: Act as the primary technical advisor and product expert for enterprise customers, ensuring they receive high-quality support and expert guidance. Lead and manage client-facing calls, providing timely and effective resolutions to complex technical issues. Build and maintain strong relationships with customers to understand their business needs and deliver tailored support, ensuring maximum value from Zeotap s platform. Actively engage with clients during escalations and ensure customer satisfaction through effective issue resolution. Escalation Management: Own and manage escalated issues from customers, ensuring that issues are resolved promptly within SLAs. Provide detailed context and collaborate closely with internal teams to resolve complex cases, including technical configurations and root cause analysis. Establish best practices for escalation management, ensuring all team members follow a consistent and effective process. Team Mentoring & Leadership: Mentor junior members of the support team, providing guidance on technical problem-solving, customer interactions, and escalation management. Foster a collaborative team environment, encouraging knowledge sharing, continuous improvement, and high performance. Take ownership of process improvements within the support function, developing and implementing new procedures, tools, and training to optimize team effectiveness. Process Building & Continuous Improvement: Lead the development of internal knowledge bases, documentation, and troubleshooting guides to empower customers and internal teams. Drive improvements in internal support processes, ensuring efficient and consistent customer experiences while reducing response and resolution times. Proactively identify trends and root causes of recurring issues and collaborate with engineering and product teams to address them at the source. Reporting & Metrics: Take ownership of support metrics, including ticket volume, resolution times, customer satisfaction (CSAT), and technical issue trends. Prepare and deliver regular performance reports to leadership, providing actionable insights and recommendations for improvements. Collaboration with Internal Teams: Work closely with Engineering, Product, Sales, and Customer Success teams to align technical solutions with customer needs. Collaborate on cross-functional projects and initiatives to continuously enhance the customer experience. Adhere to Security and Compliance Standards: Follow Zeotap s security and privacy policies, ensuring that customer data is handled in compliance with internal guidelines and industry standards. Requirements: 4+ years of experience in a technical support, solutions engineering, or customer success engineering role within a SaaS or enterprise software environment. Proven experience managing escalations and providing high-quality support for large-scale enterprise customers. Demonstrated success in mentoring and leading teams, fostering collaboration, and driving process improvements. SaaS & Cloud Application Support: Expertise with SaaS applications and cloud-based infrastructure (particularly Google Cloud Platform, but any cloud experience is valuable). API & Integrations: Deep experience with RESTful APIs, troubleshooting integrations, and providing solutions for complex customer issues. SQL & Querying: Strong knowledge of SQL and ability to write and optimize queries for troubleshooting data-related issues. Scripting & Automation: Experience with scripting (Python, Bash, Javascript, or Java) to automate workflows and resolve technical issues. Monitoring & Troubleshooting: Familiarity with cloud monitoring tools (e.g., Stackdriver, BigQuery, Datadog, Kibana, Grafana, Splunk). Exceptional verbal and written communication skills, able to effectively communicate complex technical concepts to both technical and non-technical stakeholders. Strong relationship-building skills, with the ability to manage and maintain customer relationships while aligning internal teams to solve customer challenges. Excellent analytical and troubleshooting skills with the ability to quickly identify root causes and resolve complex technical issues. Ability to manage multiple priorities simultaneously while maintaining a high standard of customer satisfaction. A passion for delivering customer satisfaction and high-quality support. Proven ability to handle customer issues under pressure, maintaining a positive customer experience in challenging situations. Strong sense of ownership, accountability, and initiative. Willingness to take responsibility for the success of the support function and customer experience. Willingness to work across different time zones to support customers, particularly during EU working hours. Nice-to-Have: Cloud Certifications: Certifications such as Google Cloud Professional Cloud Architect or similar are beneficial. Technical Knowledge: Experience with Kubernetes, Docker, or Terraform for managing cloud-based infrastructure Industry Knowledge: Familiarity with Ad-tech, Mar-tech, or similar industries, especially in areas related to privacy, data security, and cloud-based analytics. Measures of Success: Customer Satisfaction (CSAT): High CSAT scores based on customer feedback, demonstrating your ability to solve problems effectively. Escalation Management: High success rate in managing and resolving escalated issues within SLAs. Team Growth & Development: Successful mentoring of junior team members and leadership in process improvements. SLA Adherence: Consistent adherence to SLA targets for response and resolution times. Team Performance: High team performance based on metrics such as ticket resolution time, first-call resolution rate, and customer satisfaction. Knowledge Base Contribution: Regular contributions to the internal knowledge base, improving team efficiency and customer self-service. Proactive Monitoring Initiatives: Active involvement in identifying and addressing potential issues before they escalate. Demonstrated success in setting up and managing proactive monitoring systems to prevent disruptions and optimize system performance. What do we offer: Competitive compensation and attractive perks Health Insurance coverage Flexible working support, guidance and training provided by a highly experienced team Fast paced work environment Work with very driven entrepreneurs and a network of global senior investors across telco, data, advertising, and technology Zeotap welcomes all we are equal employment opportunity & affirmative action employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Interested in joining us? We look forward to hearing from you!