Included in this article
Your Premier Support entitlement has been enhanced with a Premier Success Team. Now, your Named Support Engineer is part of a 5-member Premier Success Team whose members work in concert to provide a full range of complementary skills. All your Premier support features remain intact (Mentoring Sessions, Accelerated SLAs, etc), but now your Named Support Engineer will be backed by a focused team of Premier Support Engineers to deliver world-class support tailored to meet the needs of your account.
Each team is led by two Lead Support Engineers, and aided by three Premier Support Engineers. With a larger team, your engineers can specialize in specific knowledge areas, and we can connect you with our most senior engineers for your half-yearly instance reviews and mentor sessions. This will help to increase case resolution speed, decrease escalations, and elevate your overall support experience.
Roxann McGlumphy, Senior Technical Support Engineer
The only three-time winner of Marketo’s “Beast” award, Roxann has a passion for seeing problems through to the end, is an exceptional troubleshooter, and an accomplished mentor across the platform.She gets excited about getting emails into inboxes, and is one of the foremost gurus in deliverability. She excels at optimization, engagement programs, reporting, and explaining technical subjects with elaborate, silly analogies.
In her off-time, she likes to play video games, Magic the Gathering, and invent new cocktails.
Oz Platero, Senior Technical Support Engineer
Oz is passionate about children, and volunteers for children’s causes in his spare time.
Miles Ybaben, Technical Support Engineer
Miles looks forward to getting elbow-deep in to difficult situations, and turning them around. He is a Marketo Certified Expert with a Bachelor’s in Music, and has been in the tech industry for nearly 4 years. He excels at coordinating stakeholders and getting everyone aligned in the situation.
During his free time he plays golf, mechanically tinkers with musical instruments, and often patronizes Oregon Symphony concerts and other local ensembles.
Andre Linde, Technical Support Engineer
Andre has 7 years of technical support experience in the SaaS industry. Prior to working in software he spent 5 years as a High School teacher, and is passionate about helping guide you through product adoption and delivering mentor sessions.
He is an avid fan of the Oregon Ducks, but also closely follows his favorite Korean baseball teams.
Ed Lee, Technical Support Engineer
Ed spent the past 5 years collecting a wide range of experience across the Financial sector, Education, and Technology. He is skilled in the Marketo core features, and brings expertise in HTML/CSS and APIs to the team.
Ed is an avid strength trainer, and used to sing with a boy-band in Korea (just kidding).
Matthew Smith, Technical Support Engineer
Matt is a Certified MCE who has been working with Marketo Support over a year. He is passionate about his customer's success and takes pride in building the relationships that help them succeed. Matt is an expert in the Core Marketo features as well as focused on CRM integrations and Sales Insight.
In his free time Matt likes spend time with his two young boys and play board games and do puzzles with friends and family.