Provide Tier II technical support for software and hardware issues, troubleshoot and resolve customer problems, maintain ticket records and knowledge base, train end users, collaborate with product teams, perform testing and analysis, consult clients on best practices, and escalate or document issues to improve product functionality and support outcomes.
Our Blueprint (Company Overview)
At Madison Logic, we turn buyer uncertainty into confident action. Using data-driven insights and strategic expertise, we help marketers align every decision-maker, in every buying group, at every stage of the journey. We meet buyers wherever they are, navigating today’s non-linear decision paths to keep marketers ahead. By combining data-rich strategy with multi-channel activation, we show B2B marketers and their agency partners not just what works, but why it works, so growth is accelerated with clarity and purpose.
“When ambitious marketers connect with their most elusive buyers to achieve ambitious growth targets, something extraordinary happens.”
“It’s not magic. It’s not just logic. It’s Madison Logic.”
Built for Belonging (Why You'll Love Working Here)
Here’s why you’ll love working here:
- Access to competitive compensation & benefits that reward your contributions.
- Participation in employee recognition programs to celebrate achievements big and small.
- Exposure to professional development & learning initiatives to help you build your own path.
- Foundation built on values anchored in Accountability, Team, Urgency, Respect, Integrity, and Innovation.
- Opportunities for global exposure work alongside talented colleagues across India, Singapore, the UK, and the US, expanding your perspective and network.
- Invitations to yearly team offsites to connect, collaborate, and strengthen relationships in person.
- Leverage a lifestyle spending account benefit so you can choose your own wellness and work-from-home perks.
Our commitment to you:
- Our aspiration: A culture where every person feels confident navigating their unique path and inspired to grow every step of the way.
- Our support: Meeting you where you are, empowering your growth with clarity, support, and purpose.
- Our promise: Your growth is yours to lead, but never a journey you take alone.
Driven to Deliver (What You'll Do)
- Provide tier II level support, problem recognition, research and isolation to help resolve hardware and software issues.
- Assist and train inexperienced or nontechnical end users in the utilization of various software packages.
- Foster strong relationships with internal and external stakeholders to build credibility for the ongoing enhancement of products developed by Madison Logic.
- Create and maintain an application focused knowledge base for internal and external users.
- Record and maintain accurate information within the ticketing system.
- Responsible for documenting any new or changed information regarding the customers.
- Diagnose basic user issues within applications.
- Interface directly with customers to make sure their needs are being met and that we provided superior customer experiences.
- Proven ability to handle customer escalations and concerns.
- Perform testing, research, troubleshooting, analysis activities, internal consultation, and collaboration regarding product functionality to build knowledgebase to respond to support cases successfully.
- Consistently improve technical product knowledge through training, self-directed research, testing, and internal consultation to become a subject matter expert (SME) for Madison Logic products.
- Consult with clients on best practices and the use of Madison Logic products to meet their business requirements.
- Help our team grow from your expertise, experience, and perspectives.
Equipped to Excel (Qualifications)
- US EST Shift Timing (7:30 PM – 4:30 AM IST) Required
- Fluent in English
- Clear and concise communication style
- University degree +5 years of experience
- A minimum of 2 years as a Support Engineer
- 1+ years experience with AWS tools and services
- 1+ years experience with the technical application system
- Demonstrated knowledge of database architecture and systems configuration
- Working knowledge of SQL, AWS, DB, NodeJS, Azure (preferable)
- GitLab basic knowledge
- 1+ years experience with Javascript
Distinct by Design (What Sets You Apart)
- Self-Sufficient and proactive nature, able & comfortable "figuring things out", resorting to escalation only when after exhausting all other options
- Strong sense of urgency required
- Exceptional communication skills, both verbal and written, with a knack for explaining complex concepts in a clear & concise manner across all levels and functions
- Team player and proven relationship-builder
- Strong interpersonal skills, high level of professionalism and integrity
- Excellent organizational and project management skills
- Experience handling multiple responsibilities, tasks, and projects in a fast-paced environment preferred
- A positive attitude that approaches tasks/projects from a hands-on, roll up your sleeves frame of mind
- Team members are encouraged to work collaboratively with an emphasis on results, not on hierarchy or titles
Your Next Chapter
If you’re excited about helping clients succeed, love the idea of working at the forefront of marketing innovation, and want to be part of a team where integrity, respect, innovation, urgency, and accountability aren’t just words — they’re how we show up every day — then let’s talk.
Work Environment:
We offer a mix of remote and hybrid working. Remote work arrangements are not available for all positions. Hybrid work is required for employees local to our offices. Where applicable, hybrid WFH days work must be conducted from your home office located in a jurisdiction in which Madison Logic has the legal right to operate. WFH requires availability and responsiveness on a full-time basis from a distraction free environment with access to high-speed internet. Please inquire for more details.
Pay Transparency/Equity:
We are committed to paying our team equitably for their work, commensurate with their individual skills and experience. Salary Range and additional compensation, including discretionary bonuses and incentive pay, are determined by a rigorous review process taking into account the experience, education, certifications and skills required for the specific role, equity with similarly situated team members, as well as employer-verified region-specific market data provided by an independent 3rd party partner.
We will provide more information about our perks & benefits upon request.
Our Commitment to Diversity & Inclusion:
Madison Logic is proud to be an equal opportunity employer. We are committed to equal employment opportunity regardless of sex, race, color, religion, national origin, sexual orientation, age, marital status, disability, gender identity or Veteran status.
Privacy Disclosure:
All of the information collected in this form and/or by your application by submission of your online profile is necessary and relevant to the performance of the job applied for. We will process the information provided by you in this form, your CV (including physical and online resume profiles), by the referees you have noted, and by the educational institutions with whom we may undertake to verify your qualifications with, in accordance with our privacy policy and for recruitment purposes only.
For more information on how we process the information you have provided including relevant lawful bases (where relevant) please see our privacy policy which is available on our website (https://www.madisonlogic.com/privacy/).
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