Escalation Engineer

The Company:
Marigold is a leading cross-channel marketing platform, with solutions for email, SMS, loyalty, and personalization, helping brands transform their relationships with customers. As the trusted partner behind the world's most recognized brands, including Air New Zealand, Chipotle, Hiscox, KFC, Kraft Heinz, The Atlantic, and more-Marigold delivers relevant brand experiences that cut through the noise and drive real impact. Marigold was born through a merger of industry-leading marketing platforms Cheetah Digital, Sailthru, Selligent, Liveclicker, Emma, and Campaign Monitor, and powers billions of customer interactions annually.
 

The Role:
 

We are looking for somebody who is passionate about providing high-quality support to our customers and willing to grow in this technical role. You would be joining Vuture’s world-class Support team where we love our customers and enjoy helping them and pride ourselves on consistently receiving 95%+ customer satisfaction. The ideal candidate will be passionate about providing excellent customer service with past experience working within a support-based role whether that be within customer service, call centre or technical support. It is a must that the right candidate is willing to do what it takes to help our customers succeed. 

Being technically savvy is a must. Knowing your way around a computer and having the ability to pick up new systems and 3rd party integrations relatively quickly.

What You’ll Do: 

• Serve as the lead point of contact for technical escalations, collaborating closely with Support and Customer Success teams.

• Master the Vuture platform to troubleshoot complex issues and consult with clients on optimal integrations and best practices.

• Lead technical calls with clients, ensuring security standards are met and providing expert guidance on configurations.

• Partner with the Technical Support Engineer to manage and refine escalation processes and improve team documentation.

• Identify and recommend product enhancements, driving continuous improvement in both the platform and customer experience.

• Expand your technical expertise through ongoing learning, self-study, and hands-on involvement in complex technical challenges.

About You: 

You’re a natural problem-solver with a knack for researching, troubleshooting, and resolving complex technical issues. Collaboration energizes you — you’re a team player who values open communication, welcomes feedback, and enjoys learning new things quickly and confidently. You take pride in providing an exceptional customer experience and are a personable, clear, and engaging communicator, able to convey both expertise and warmth over the phone and through email.

Ideal Qualifications: 

• 3–4 years of experience in customer support or a similar technical role, with proven ability to manage a varied workload.

• Strong understanding of web development fundamentals, including MVC frameworks, APIs, JavaScript, HTML, and CSS.

• Solid foundation in database concepts and SQL for troubleshooting and data analysis.

• Demonstrated skill in researching, troubleshooting, and resolving complex technical issues efficiently.

• Excellent written communication and attention to detail, with the ability to explain technical concepts clearly.

• Technically savvy and able to work independently while adapting quickly to new systems and tools.

Nice to Have: 

• Experience in Third Line Support, MarTech, or troubleshooting complex technical issues such as email deliverability, front-end (HTML), or third-party integrations.

• Hands-on experience configuring or integrating CRM platforms like Salesforce, Microsoft Dynamics, LexisNexis InterAction, OnePlace, IntApp, UpperSigma, or ContactEase.

• Strong understanding of CRM integration and connectivity, including APIs, web services (SOAP/REST), security protocols (SSL, authentication, VPN), and database management using SQL.

Our Benefits: 

• Competitive benefits including: medical/dental/vision insurance, life/accident/disabilities insurance, supplemental health benefits, FSA, EAP and pet insurance

• Generous time off (we call it Open Time Away) as well as paid holidays and a birthday benefit day off.

• 401k plan with a company match on your contributions.

• Employee-centric and supportive remote work environment with flexibility.

• Support for life events including paid parental leave.

This position is eligible for hire in the following US states:  Alabama, Arizona, Arkansas, California, Connecticut, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, Ohio, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, Washington,  and Wisconsin.

California SB 1162 Pay Transparency Notice
In compliance with California’s Pay Transparency for Pay Equity Act (SB 1162), we are disclosing the compensation range for roles that could be performed in California.
For California residents only, the base salary range for this role is $60,000 - $70,000 annually. 

This range reflects the base salary that we reasonably expect to pay for the position in California. Actual compensation will be offered within this range, based on factors such as skills, experience, and qualifications, as permitted by California law.
Similar positions located outside of California may be subject to different compensation structures.