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Product Expert (Tier 3)

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Dotdigital

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Location:
South Africa

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

We’re looking for a Product Expert (Tier 3) who is passionate about problem solving and eager to build deep knowledge across both our Dotdigital and Fresh Relevance platforms. You’ll be a trusted escalation point for complex issues, combining technical expertise with empathy to deliver the best possible experience to our global customer base. You’ll be supporting multiple applications across Dotdigital’s product ecosystem, with a primary focus on the Dotdigital and Fresh Relevance platforms. This means building expertise in both core marketing automation and advanced personalization, while also handling the integrations and technologies that connect them. You’ll act as a trusted escalation point for complex cases, bridging customer needs with technical solutions, and ensuring a consistent, high-quality support experience across brands.

Job Responsibility:

  • Become a subject matter expert on advanced Dotdigital functionality and integrations
  • Investigate and resolve complex customer problems across CRM/ecommerce integrations, APIs, program automations, web tracking, domains/DNS, and campaign management
  • Provide empathetic, clear, and technically accurate support via live chat, email, and phone
  • Mentor Tier 1 and Tier 2 colleagues, sharing best practices and contributing to internal documentation
  • Build deep product knowledge across the Fresh Relevance platform, including personalization scripts, data feeds, and advanced use cases
  • Troubleshoot issues related to website tracking, dynamic content (banners, recommendations, overlays), JavaScript and template logic, and attribution/analytics discrepancies
  • Support ecommerce and CRM integrations (e.g., Shopify, Magento, Salesforce) alongside REST/JavaScript APIs
  • Partner with script writing and QA teams to validate solutions, review code, and support custom use cases
  • Contribute to process improvements and advocate for customer needs through collaboration with Product and Engineering
  • Resolve issues relating to CRM and ecommerce integrations (Magento, Shopify, Salesforce, BigCommerce, Dynamics, etc.)
  • APIs, webhooks, and REST integrations
  • Website tracking, event-based data capture, and GTM containers
  • Email/SMS campaign workflows and automations
  • Dynamic content and personalization logic (Liquid, Handlebars, Nunjucks, etc.)
  • Importing/exporting structured data (CSV, TSV, JSON)
  • Domains, DNS, and deliverability configurations
  • Artificial Intelligence features within the platform

Requirements:

  • 4–6 years of experience in technical support, implementation, or solutions engineering (SaaS/MarTech/ecommerce preferred)
  • Strong grasp of browser technologies (DOM, HTTP, HTML, CSS, JS)
  • Experience troubleshooting APIs with tools like Postman
  • Familiarity with templating languages (Liquid, Django, Handlebars, Jinja, etc.)
  • Proven ability to manage complex investigations and prioritize effectively in a fast-paced environment
  • Empathy-driven communication skills with both technical and non-technical audiences

Nice to have:

Bonus: experience with Python, advanced scripting, or data layer interpretation

What we offer:
  • Parental leave
  • Medical benefits
  • Paid sick leave
  • Dotdigital day
  • Share reward
  • Wellbeing reward
  • Wellbeing Days
  • Loyalty reward
  • Annual Udemy training allowance
  • DEI commitment

Additional Information:

Job Posted:
March 19, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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