Technical Advisor - Level II

Piano Overview
Piano is a fast-growing enterprise SaaS company with operations in Bratislava, Amsterdam, London, New York City, Philadelphia and elsewhere globally. We provide enterprise software to the world’s leading media companies, including NBC Universal, the Economist, Condé Nast, Techcrunch, Bloomberg, and Hearst. Our software enables these companies to create customized digital experiences for users, restrict and sell access to content online, and analyze user behavior in order to drive engagement, loyalty, and revenue.

Position Overview
We are looking for talented people who are interested in working in an exciting company that is global leader in the content monetization industry. The Technical Advisor will primarily will be responsible for ensuring that clients across the globe who have signed up with Piano, experience the highest and most professional level of support for their needs.
 
The Level II Technical Advisor primarily will be responsible for ensuring that clients across the globe who have signed up with Piano, experience the highest and most professional level of support for their needs.
 
Responsibilities:
  • Manage second level technical questions, requests and other needs from clients
  • Identify and communicate opportunities for improvement in clients’ implementations of Piano solutions
  • Identify, track, and document solutions for common client needs, requests and questions
  • Write solutions inputs to our technical documentation team
  • Prepare playbooks for standard issues
  • Ensuring technical queries not progressing are escalated
 
Job Knowledge & Skills:
  • 1+ years of HTML, CSS and JavaScript
  • Bachelor’s degree
  • General understanding and knowledge of web technologies and related problem-solving tools for front end based web technologies
  • Incident management process knowledge is a benefit 
  • Ability to solve problems dynamically, creatively and with patience
  • Detail-orientated and able to manage several tasks at once
  • Excellent writing skills are a MUST
  • Strong interpersonal and communication skills including a firm and patient demeanor
  • Fluent level of English – written and spoken

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