Technical Account Manager-Level 2 (Remote)

Headquartered in Jersey City, NJ, Neptune Retail Solutions is the nation’s premier retail marketing services company. We are experts at influencing buying behaviors through disruptive, innovative, and results-oriented solutions, including in-store, home-delivered, and digital media tactics. Our powerful advertising and promotional programs are supported through rich data and insights. The country’s largest consumer packaged goods manufacturers rely on NRS for unparalleled consumer reach and engagement.

NRS’s digital portfolio is making its mark on the industry. NRS digital products include Checkout 51, Freedom Platform, digital media tools/services (digital display, premium mobile, social, email, DOOH, and digital in-store). We continue to strengthen these existing tactics while expanding our product offerings, partnerships, and capabilities. We offer unique and data-led strategies for our clients to reach their most valuable shoppers. Our products continue to evolve to include best-in-class methods to deliver engaging content at the most impactful time in the most relevant geographies.

To support our continued business growth we are growing our world class product development and operations support center in the USA. We are looking for people with a passion for innovation and creative use of innovative technologies in building consumer applications in a retail domain. We're looking for talented and driven Production Platform Engineers. In this role, the candidate will be responsible for helping customers resolve technical questions related to the Quotient solutions platforms, integration, and setup.

Candidates will be a key part of our client success strategy, helping integrate new clients and working with both Tier 1 support and engineering for Tier 2 support. Candidates must have strong analytical, troubleshooting, problem resolution, and communication skills, including the ability to communicate with customers via phone, face-to-face, and in written correspondence. This is a wonderful opportunity for experienced Production Platform Engineers, looking to learn, grow and take advantage of their existing skill set.

What you’ll do
● Main escalation point for Level 2 Support for technical support issues.
● Be prompt and provide high quality service and leadership to align with customer goals and requests.
● Requires the ability to take full ownership and control of an issue, to develop and maintain excellent relationships with all our clients and partners, and to help continuously improve the support service to maintain a high level of client satisfaction.
● Lead interaction and collaboration with other teams such as Engineering and Support as needed to address escalated issues.
● Gain a technical and functional understanding of the platform architecture.
● Expertise in analyzing logs to isolate problems.
● Expertise in querying DB and analyzing the data returned as part of troubleshooting the issue.
● Collect logs and data to assist in ongoing investigation of underlying defects.
● Interact directly with our partners and clients to resolve technical issues in a timely manner.
● Work with other teams to identify and report defects, find incident fixes and validate enhancement requests.
● Notify the management team of any potential escalations. Escalate where appropriate.
● Mentor and train Tier 1 support members.

What You’ll Bring
● Bachelor's degree (or equivalent) with at least 3-4 years hands on experience in code development and/or technical support.
● Exceptional written and oral communication skills, including documentation.
● Past coding experience in core web technologies; Java or ASP.Net or Python
● Ability to trace and debug Web applications.
● Understanding of one or more relational databases (MySQL, SQL Server, Oracle), including the ability to run queries and analyze the output.
● Comfortable with Windows and Linux Server operating systems.
● Experience with JavaScript and HTML.
● Understanding Java, Spring framework and how REST APIs work.
● Perform analysis and tune operating system and web technology performance.
● Working knowledge of Cassandra.
● Experience with enterprise monitoring systems like Nagios, Splunk, Extra Hop or Systems Center is highly desired.
● Knowledge of at least one scripting language: Python, Perl, Ruby, Bash, Java, C++,
● Powershell, etc. to automate tasks and gather data.

Neptune Retail Solutions is an Equal Opportunity Employer. 
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