Technical Services Engineer, CDP

We are Rokt, a hyper-growth ecommerce leader. Rokt is the global leader in ecommerce, unlocking real-time relevance in the moment that matters most. Rokt’s AI Brain and ecommerce Network powers billions of transactions connecting hundreds of millions of customers, and is trusted to do this by the world’s leading companies.

mParticle by Rokt is widely recognized as one of the leading customer data platforms, serving hundreds of global brands and helping them turn data to insights and insights to action. Built on top of end-to-end streaming architecture, we are committed to empowering businesses to deliver personalized and engaging experiences to their customers across all screens and devices. We believe that the opportunity to help teams activate insights from their customer data to deliver more relevant and adaptive experiences is more important than ever. In January 2025 mParticle merged with Rokt and became mParticle by Rokt. Together, our AI and ML-powered Rokt Brain and ecommerce Rokt Network will power more than 6.5 billion transactions, connecting 400 million customers across the world’s leading companies.

We are a team of builders helping smart businesses find innovative ways to meet customer needs and generate incremental revenue. Leading companies drive 10-50% of additional revenue—and often all their profits—from the extra products or services they sell. This economic edge unleashes a world of possibilities for growth and innovation.

At Rokt, we practice transparency in career paths and compensation. We believe in transparency, which is why we have a well-defined career ladder with transparent compensation and clear career paths based on competency and ability. Rokt’stars constantly strive to raise the bar, pushing the envelope of what is possible.

Target total compensation ranges from $120,000 - $136,000, including a fixed annual salary of $109,000 - $135,000 ), an employee equity plan grant, and world-class benefits.

About the role: 

As a Technical Services Engineer, you will work closely with mParticle by Rokt's Customer Success, Engineering and Professional Services teams in providing world-class service to our customers. You will also support mParticle’s customers’ developer teams as they implement mParticle’s Android, Apple (Apple TV and iOS), and JavaScript SDKs, and work with our platform's various APIs. You will also support various components of the mParticle platform such as Audiences, IDSync, Profile API, and others.

This will be a hands-on technical role that will give you the opportunity to interact with some of the best minds and technology stacks in the mobile and web app business. You will become an expert in all things mParticle, from our mobile SDKs to our partner integrations. Your work will be meaningful and will have a strong impact on mParticle and our clients’ success.

Responsibilities:

• Collaborate with mParticle Customer Success and Professional Services teams to support our customers via multiple channels as they work with mParticle Platform, its related APIs, SDKs and interfaces. 
• Maintain customer satisfaction by ensuring tickets (issues, queries, etc.) are resolved in a timely, accurate and effective manner, escalating them when necessary.
• Communicate customer feedback on our product to the appropriate internal teams to improve user experience, add new features to enhance the product, etc.
• Assist with new product feature testing.
• Thrive in a fast-paced environment, managing multiple priorities and tasks simultaneously.
• Efficiently handle escalations and ensure critical issues are resolved promptly.
• Build internal tooling, SOPs and KBs for the mParticle customer-facing teams.
• Participate in on-call rotations to provide support coverage as needed.

Requirements

About You: 

• Bachelor's degree in computer science/engineering or a related technical discipline (e.g., technical boot camp), or equivalent 3-5 years of experience developing, implementing or supporting software solutions for businesses in current or past technical roles
• Strong problem-solving skills and the ability to handle complex, multi-faceted issues in a collaborative environment.
• A customer service mindset with a focus on delivering exceptional support and ability to prioritize work effectively, deal with escalations and work in a fast-paced environment.
• Knowledge of at least two of the following programming languages: JavaScript, Kotlin, Swift, Java, Objective C, C#, Python.
• Experience with mobile and web SDKs, RESTful APIs or other integration technologies.
• Familiarity with SQL and data warehouses is a plus.
• Willingness to participate in on-call rotations.

Benefits

About Rokt’stars:

As a mission-driven, hyper-growth community of curious explorers, our ambition is to unlock the full potential in ecommerce and beyond. Our bias for action means we are not afraid to quickly venture into uncharted territories, take risks or challenge the status quo; in doing so we either win or learn. We work together as one aligned team never letting egos get in the way of brilliant ideas. We value diversity, transparency and smart humble people who enjoy building a disruptive business together. We pride ourselves on being a force for good as we make the world better. 

About the Benefits:

We leverage best-in-class technology and market-leading innovation in AI and ML, with all of that being underlined by building and maintaining a fantastic and inclusive culture where people can be their authentic selves, and offering a great list of perks and benefits to go with it:

• Become a shareholder. Every Rokt’star gets equity in the company
• Enjoy catered lunch every day and healthy snacks in the office. Plus join the gym on us! 
• Access generous retirement plans like a 4% dollar-for-dollar 401K matching plan and get fully funded premium health insurance!
• Dog-friendly office
• Extra leave (bonus annual leave, sabbatical leave etc.) 
• Work with the greatest talent in town
• See the world! We have offices in New York, Seattle, Sydney, Tokyo and London

We believe we’re better together. We love spending time together and are in the office most days (teams are in the office minimum 4 days per week).

We at Rokt choose to create a company that is as diverse and inclusive as the world we live in by attracting, growing & keeping the best talent. Equal employment opportunities are available to all applicants without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.