• Work closely with Digital Implementation, Product Management, Development and Engineering teams to identify, report, and resolve product issues and requests• Conduct and/or assist with system enhancements, user application, and QA/UAT testing• Provide product consultation to customers to determine solutions best suited for their needs• Implement and troubleshoot XML type SFTP job feeds and API (JSON) feed integration issues• Troubleshoot CMS issues related to website content and work on new implementation requests • Ensure all other support requests are dealt with in a reasonable timeframe according to internal SLAs• Develop working partnerships with account teams to help support customers• Develop product, technical, and functional expertise across all areas of the business• Set up and maintain users, user profiles, workflow rules, and application settings• Provide training to end users and conduct learning forums as needed• Manage and maintain accurate support records• Develop and foster relationships with customers by providing functional and technical support for Radancy's suite of products

• Responsible for managing the whole project execution from start to finish and drive the team to deliver according to plan (scope, quality and time).• Setting up demos for the sales team with custom dashboards which are made up with the data our website crawlers have gathered in order to provide a more tailored sales experience.• Contributed to the updating of the DQM API guide and others internal and customer facing documentations and product improvements. • Built an internal tool with Python to automate the creation of reports for clients.• Escalate issues using JIRA as part of the Agile development. • Provide training on WCAG (2.0) compliance and SEO improvement techniques to clients.

• Monitor the support queue, resolve issues with clients and escalate priority issues to be evaluated by development using JIRA. • Setup and configurations of client's system: email configuration, database imports/exports, document templates, setting up tasks and alerts, workflow design and other more specific configurations using PHP, JavaScript and CSS.• Responsible for the monitoring of the support queue, resolution of issues with clients and escalation of bugs using JIRA. • Provide occasional API training and setup to clients: what routes are available, methods available for each route, authentication methods and what the request-response cycle returns for each.• Assist the development and marketing teams to improve the product by interpreting customer and team's feedback and recommending changes.