Product Expert (Tier 3)

Technical-Support
March 19, 2026
Remote

Job Overview

  • Date Posted
    March 19, 2026
  • Expiration date
    --

Job Description

About Us

The Company: Dotdigital is a thriving global community of passionate, dedicated professionals, committed to the collective success of the organization and its clients. Our core principles of innovation, teamwork, and client-focused solutions drive us to approach challenges with a growth mindset and take ownership of our work. At Dotdigital, collaboration and curiosity pave the way for meaningful connections and learning opportunities with diverse peers. Our work environment encourages knowledge sharing, fosters exploration, and cherishes creative ideas. Combined, these guide us towards a shared vision in which brands around the world exceed customer expectations through the adoption of responsible marketing practices.


The Product: Dotdigital is an all-in-one customer experience and data platform (CXDP) that empowers marketing teams to exceed customer expectations with highly personalized cross-channel journeys. With Dotdigital, marketers can seamlessly unify, enrich, and segment customer data. Breaking down data silos, Dotdigital streamlines decision-making and paves the way for marketing creativity that delivers customer engagement at scale. With powerful AI capabilities, Dotdigital makes it easy to automate deeply personalized experiences across web, email, SMS, WhatsApp, chat, push, social, ads, and more.

Here at Dotdigital, we take immense pride in how we deliver support and service to our customers. Our award-winning Support & Customer Service Team focuses on providing world-class customer experiences – every time.

We’re looking for a Product Expert (Tier 3) who is passionate about problem solving and eager to build deep knowledge across both our Dotdigital and Fresh Relevance platforms. You’ll be a trusted escalation point for complex issues, combining technical expertise with empathy to deliver the best possible experience to our global customer base.

The Ideal Candidate

You are a self-motivated problem solver who thrives on new challenges. You have a proven track record of delivering high-quality customer support, can break down technical issues for different audiences, and bring strong troubleshooting skills across integrations, APIs, and advanced configurations

In this role, you’ll:

You’ll be supporting multiple applications across Dotdigital’s product ecosystem, with a primary focus on the Dotdigital and Fresh Relevance platforms. This means building expertise in both core marketing automation and advanced personalization, while also handling the integrations and technologies that connect them. You’ll act as a trusted escalation point for complex cases, bridging customer needs with technical solutions, and ensuring a consistent, high-quality support experience across brands.

  • Become a subject matter expert on advanced Dotdigital functionality and integrations.

  • Investigate and resolve complex customer problems across CRM/ecommerce integrations, APIs, program automations, web tracking, domains/DNS, and campaign management.

  • Provide empathetic, clear, and technically accurate support via live chat, email, and phone.

  • Mentor Tier 1 and Tier 2 colleagues, sharing best practices and contributing to internal documentation.

Fresh Relevance

  • Build deep product knowledge across the Fresh Relevance platform, including personalization scripts, data feeds, and advanced use cases.

  • Troubleshoot issues related to website tracking, dynamic content (banners, recommendations, overlays), JavaScript and template logic, and attribution/analytics discrepancies.

  • Support ecommerce and CRM integrations (e.g., Shopify, Magento, Salesforce) alongside REST/JavaScript APIs.

  • Partner with script writing and QA teams to validate solutions, review code, and support custom use cases.

  • Contribute to process improvements and advocate for customer needs through collaboration with Product and Engineering.

You’ll Resolve Issues Relating To

  • CRM and ecommerce integrations (Magento, Shopify, Salesforce, BigCommerce, Dynamics, etc.)

  • APIs, webhooks, and REST integrations

  • Website tracking, event-based data capture, and GTM containers

  • Email/SMS campaign workflows and automations

  • Dynamic content and personalization logic (Liquid, Handlebars, Nunjucks, etc.)

  • Importing/exporting structured data (CSV, TSV, JSON)

  • Domains, DNS, and deliverability configurations

  • Artificial Intelligence features within the platform

About you

  • 4–6 years of experience in technical support, implementation, or solutions engineering (SaaS/MarTech/ecommerce preferred).

  • Strong grasp of browser technologies (DOM, HTTP, HTML, CSS, JS).

  • Experience troubleshooting APIs with tools like Postman.

  • Familiarity with templating languages (Liquid, Django, Handlebars, Jinja, etc.).

  • Proven ability to manage complex investigations and prioritize effectively in a fast-paced environment.

  • Empathy-driven communication skills with both technical and non-technical audiences.

  • Bonus: experience with Python, advanced scripting, or data layer interpretation.

Why Us:

Working as a Product Expert at Dotdigital has been nothing short of an incredible experience. Working with the team is a delight every single day. Not only do we have a lot of laughs together, but we have everything we need to grow as both individuals and as a team. Whether it’s the ongoing help and support from management, or the copious amounts of training we have access to, there is a real sense of encouragement within the team to be the best we can be. I could not be prouder to work with such a brilliant bunch of people! ~ Gemma – Product Expert (Tier 1)

Interview Process:

  1. 15min Screening Call with Team Talent

  2. Stage 1 interview (virtual) with Manager (Chantal Watkins)

  3. Stage 2 interview (virtual) with Director of Global Support (Mark Ritchie)

  4. Final -Director of Global Support (Mark Ritchie) and People Team

Some of Our Global Benefits

  • Parental leave

  • Medical benefits

  • Paid sick leave

  • Dotdigital day

  • Share reward

  • Wellbeing reward

  • Wellbeing Days

  • Loyalty reward

  • Annual Udemy training allowance

DEI commitment

As an equal opportunities employer we are committed to equality in all its practices with regard to race, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation. If you have any additional requirements or adjustments to assist an application then please don’t hesitate to contact us and advise us how we can best support you.

Legal statement

No agencies/recruiters please. We are only accepting applications directly from the applicants. If you are a recruiter, please refrain from reaching out to our staff about this position. Anything contrary will be treated as unsolicited approach under the applicable data protection law.

Originally posted on Himalayas