Technical Operations Engineer
16 hours ago
Our Story$0 to $12 million ARR in 2.5 years with 6 people and zero funding. And we’re not done yet - now at $25 million with 40 people, we’re looking for an energetic technical operations professional to help facilitate our growing businesses.Retention.com builds magical solutions for ecommerce brands and B2B businesses that drive measurable ROI, are easy to implement, and help marketers get more out of their first-party data. Our products allow businesses to turn anonymous website visitors into revenue-generating and engaged customers.The RoleThe Technical Operations Engineer role is inherently cross-collaborative, requiring engagement across engineering, product, technical support, and customer-facing teams.A core responsibility of this role is providing advanced technical support, assisting with complex troubleshooting related to JavaScript, APIs, and system integrations. You will act as a key technical escalation point, collaborating closely with technical support teams to resolve issues and ensure customer satisfaction. This role offers the opportunity to identify and address pain points, allowing you to directly influence and shape product upgrades based on your technical insights. You will have the autonomy to manage the entire project lifecycle, from defining problem statements and uncovering opportunities to measuring their impact, developing solutions, and driving changes in collaboration with Product and Engineering teams. Additionally, you will lead process improvement initiatives, redefining existing workflows and creating new ones to eliminate inefficiencies and seize emerging opportunities.As you grow with us, you will also play a critical role as a Solutions Engineer during high-value sales engagements. You will partner with Sales and Client Success teams to scope technical requirements, design tailored solutions, and lead technical demonstrations for prospective clients. Your ability to align technical capabilities with business needs will directly contribute to company growth.You will have the opportunity to collaborate closely with front-end and back-end developers, the Senior Technical Operations Manager, Director of Engineering and VP of Product. This role offers opportunities for technical growth, leadership development, and project execution experience with quick feedback cycles, allowing you to grow your career in many domains.To succeed in this role, you need strong critical thinking, problem-solving skills, and a curious mindset. You should have technical expertise in JavaScript and APIs, as well as proficiency in SQL to deliver data-driven insights. Comfort engaging with customer-facing teams and collaborating with internal and external stakeholders to develop technical solutions is essential.The ResponsibilitiesTechnical Escalation & SupportCollaborate with Client Success and Support teams as a technical escalation point for advanced product, JavaScript, API, and system integration issues.Provide expert API troubleshooting, including payload validation and data consistency. Query databases using SQL to validate implementations and identify issues.Develop and manage implementation plans for high-value prospects, ensuring timely and successful delivery.Create and update technical documentation with best practices.Solutions EngineeringPartner with Sales and Client Success teams on strategic customer engagements.Lead technical scoping sessions, design custom solutions, and ensure alignment with product capabilities.Conduct technical product demonstrations and support integration planning.Project ManagementIdentify opportunities and gaps within the product or processes and participate in the entire software development lifecycle to drive changes.Work directly with product managers and software engineers to deliver technical solutions.We want to work with you if you haveTechnical Skills5+ years in customer-facing technical roles (e.g., Solutions Engineering, Technical Support).Advanced JavaScript proficiency, including DOM manipulation and custom payload creation.Strong API integration experience with REST, GraphQL, and troubleshooting.Proven success in leading technical projects and cross-functional collaboration.Customer-Focused SkillsSkilled in leading cross-functional projects and managing multiple stakeholders.Excellent communication skills, explaining technical concepts to diverse audiences.Ability to troubleshoot complex issues while managing customer expectations.Experience with email service providers and marketing platforms is a plus. The Perks100% remote work environmentCAD 110k to 130k base salaryHealth and wellness stipendSolid work-life balance with a flexible time off policyPotential for professional advancement as Retention.com growsAn energetic, collaborative teamFor further information, check out www.retention.comRetention.com is an equal opportunity employer and will consider all applications without regard to race, genetic information, sex, age, color, religion, national origin, veteran status, disability, or any other characteristic protected by law.
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