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Optimizely Logo Optimizely · IT - Administration

Technical Support Engineer - Tier 2

United States · Job Posted January 22, 2026
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Job Description

As a Tier 2 Support Engineer within the Technical Support Services (TSS) team, you are a key technical resource responsible for resolving complex and escalated issues across our PaaS/SaaS platforms and services. You will work closely with Engineering and Product teams to deliver in-depth troubleshooting, root cause analysis, and timely resolutions for our customers. You will play a critical role in delivering fast, accurate, and reliable support that empowers customers and helps them maximize the value of Optimizely’s products. This role supports our mission by delivering deeper technical expertise, driving issue resolution, and strengthening customer confidence in our solutions.

Job Responsibility

  • Independently triage and resolve complex Tier 2 cases with minimal supervision
  • Identify recurring issues and suggest improvements to documentation
  • Escalate complex issues with clear context and documentation
  • Collaborate cross-functionally to resolve customer-impacting issues
  • Proactively contributes to knowledge base articles and internal process improvements
  • Document all customer interactions and resolutions with detail, clarity, and accuracy in Optimizely’s ticketing system
  • Attend team meetings, collaboration sessions, internal and external trainings and participate in on-call rotation
  • Establish knowledge in all technological areas of the Optimizely products
  • Exercises sound judgment within established procedures to determine appropriate actions
  • Provide prompt, empathetic and technical sound support across all channels
  • Innovates beyond defined procedures when necessary to deliver results
  • Independently decomposes complex tasks and executes effectively
  • Makes well-reasoned decisions despite ambiguity or incomplete information
  • Demonstrates resourcefulness and autonomy in problem-solving

Requirements

  • Minimum of three years in a similar position
  • Experienced with .NET, MVC, and C#
  • Experienced in other web technologies including MSSQL, WCF, WebForms, jQuery, CSS(3), HTML(5), and Javascript, Dojo Toolkit
  • Experienced in diagnosing code-related issues
  • Experienced in memory dump analysis
  • Experienced TCP Dump analysis/Profile Traces
  • Experienced Troubleshoot performance bottlenecks
  • Bachelor’s degree in computer science, IT, or Telecommunications preferred, or equivalent working experience

Nice to have

Relevant industry recognized certificates preferred

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