Meltwater
Product Support Engineer
TLDR
Support a global portfolio of customers by identifying and resolving critical application issues while enhancing workflow solutions and driving product support initiatives.
What We’re Looking For:
Are you a technically savvy, problem-solver, with excellent communication skills? Meltwater is seeking a Product Support Engineer to join our growing team in our beautiful Cape Town office. You will be responsible for identifying and resolving critical application and system issues, while designing sustainable, long-term workflow solutions. As part of our dynamic, global team, you'll collaborate closely with Client Experience and Product Management to deliver unparalleled service. The Support Legends at Meltwater are a team of passionate people who take pride in going the extra mile to deliver outstanding service.
We are looking for people who are interested in developing their skills in an international and dynamic workplace, and a positive and solution-oriented attitude is a must-have.
What You'll Do:
- Work within an international team to support our Global Portfolio of Customers across a diverse range of industries.
- Manage, prioritize and troubleshoot a pipeline of tickets, application requests and project activities.
- Respond to system generated alerts/escalations relating to any failures on the service platform.
- Work with various teams to troubleshoot & determine the root cause of problems and deliver effective solutions.
- Proactively engage with our Internal & External customers to ensure the best possible client experience is achieved.
- Work on continuously improving the Product Support processes including workflows, tools and efficiencies.
- Drive and implement new initiatives to take our support to the next level such as (but not limited to):
- Designing creative solutions to customer issues
- Engaging with stakeholders across multiple departments to enhance the client lifecycle
- Documenting standards, processes and procedures relating to best practices, issues and resolutions.
- Providing continuous feedback or suggestions to our Product Owners
- Opportunity to interact and collaborate with Meltwater Legends at all levels throughout the organization.
What You'll Bring:
- A bachelor’s degree in any field
- Excellent written and verbal professional communication skills
- Solution-oriented and self-motivated personality
- Ability to think logically and provide solution-based suggestions
- Ability to prioritize requests in order to optimize efficiency and team synergy
- Strong technical aptitude - you are able to quickly learn and implement new technologies
- The ability to assess and understand a situation and create a sense of urgency
- An eye for the detail, proactive and enjoy being involved in multiple tasks at the same time
- Outstanding written and verbal communication skills in English
- Investigation and diagnostic skills
- HTML and CSS
- Ability to empathize with end users and interact with people at all levels throughout the organization.
- Experience with ticketing systems like JIRA, Intercom or similar live chat platforms is advantageous, but not required
- Experience with MySQL/MSSQL or MongoDB/NoSQL or Experience developing in Angular.js, Node.js, Java, PHP, Python or JavaScript/jQuery is advantageous, but not required
What We Offer:
- Enjoy flexible paid time off options for enhanced work-life balance
- Meltwater demonstrates a commitment to your well-being by contributing towards Discovery Health, ensuring robust healthcare coverage
- Complimentary CalmApp subscription for you and your loved ones, because mental wellness matters.
- Energetic work environment with a hybrid work style, providing the balance you need
- Benefit from our family leave program, which grows with your tenure at Meltwater.
- Thrive within our inclusive community and seize ongoing professional development opportunities to elevate your career.
Where You'll Work: V & A Waterfront, 3 Dock Rd., 8001 Cape Town
Our Story
At Meltwater, we believe that when you have the right people in the right environment, great things happen.
Our best-in-class technology empowers our 27,000 customers around
the world to make better business decisions through data. But we can’t do that without our global team of developers, innovators, problem-solvers, and high-performers who embrace challenges and find new solutions for our customers.
the world to make better business decisions through data. But we can’t do that without our global team of developers, innovators, problem-solvers, and high-performers who embrace challenges and find new solutions for our customers.
Our award-winning global culture drives everything we do and creates
an environment where our employees can make an impact, learn every day, feel a sense of belonging, and celebrate each other’s successes along
the way.
an environment where our employees can make an impact, learn every day, feel a sense of belonging, and celebrate each other’s successes along
the way.
We are innovators at the core who see the potential in people, ideas and technologies. Together, we challenge ourselves to go big, be bold, and build best-in-class solutions for our customers.
We’re proud of our diverse team of 2,200+ employees in 50 locations across
25 countries around the world. No matter where you are, you’ll work with people who care about your success and get the support you need to unlock new heights in your career.
25 countries around the world. No matter where you are, you’ll work with people who care about your success and get the support you need to unlock new heights in your career.
We are Meltwater. Inspired by innovation, powered by people.
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Equal Employment Opportunity Statement
Meltwater is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: At Meltwater, we are dedicated to fostering an inclusive and diverse workplace where every employee feels valued, respected, and empowered. We are committed to the principle of equal employment opportunity and strive to provide a work environment that is free from discrimination and harassment.
All employment decisions at Meltwater are made based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, marital status, veteran status, or any other status protected by the applicable laws and regulations.
Meltwater does not tolerate discrimination or harassment of any kind, and we actively promote a culture of respect, fairness, and inclusivity. We encourage applicants of all backgrounds, experiences, and abilities to apply and join us in our mission to drive innovation and make a positive impact in the world.
Benefits
Flexible Work Hours
Energetic work environment with a hybrid work style, providing the balance you need
Health Insurance
Meltwater demonstrates a commitment to your well-being by contributing towards Discovery Health, ensuring robust healthcare coverage
Learning Budget
Thrive within our inclusive community and seize ongoing professional development opportunities to elevate your career.
CalmApp subscription
Complimentary CalmApp subscription for you and your loved ones, because mental wellness matters.
Paid Parental Leave
Benefit from our family leave program, which grows with your tenure at Meltwater.
Paid Time Off
Enjoy flexible paid time off options for enhanced work-life balance
Meltwater provides a suite of AI-powered media intelligence tools that empower organizations to glean insights from online data, enhancing their decision-making and brand strategy. Serving over 27,000 customers globally, Meltwater stands out by combining innovative technology with a deep understanding of industry narratives.
- Founded
- Founded 2001
- Employees
- 500+ employees
- Industry
- Internet Software & Services
- Total raised
- $240M raised
Customer Service