Associate Channel Support Engineer

Come join a company who is a key leader in the industry scaling the next core commerce infrastructure and on the path from $100M to $500M! Founded in 2012, Salsify helps brand manufacturers, distributors, and retailers in over 80 countries collaborate to win on the digital shelf. As the market leader globally, our products are shopper-centric, frictionless, and create memorable commerce experiences. Our products provide a competitive edge through experiences that improve brand trust, amplify product differentiation and assortments, increase conversion rate, improve profit margins, and speed time to market.

Learn how the world’s largest brands, including Mars, L'Oreal, Coca-Cola, Bosch, and GSK, as well as retailers and distributors such as E.Leclerc, Carrefour, Metro, and Intermarché use Salsify everyday to stand out on the digital shelf.

At Salsify, we strive to embody an equitable, diverse, and inclusive company culture. We are united across countries, levels, tenures, and a host of other dimensions of diversity. We understand that while work is just one aspect of who we are, a truly inclusive culture accounts for the full authenticity of every single human being that works here. 

 

About the Opportunity

 

As Salsify’s Customer Support team grows, we are looking for hard-working, customer-focused support professionals to join our team.

As the first line of contact with our customers, you play a crucial role in ensuring their success using Salsify. You are our customer’s voice within Salsify as we strive to continually improve our product, service, and role as trusted advisors within the e-commerce industry.

As an Associate Channel Support Engineer at Salsify, you will develop and maintain a deep understanding of the Salsify platform and our customers’ specific needs while working alongside a team of dedicated and hardworking technical support professionals across the globe. You will gain e-commerce industry knowledge while helping our customers win the digital shelf. We don’t expect you to know everything - we want you to ask questions and learn new things while helping us deliver on our vision.

How you’ll make an impact:

• Provide excellent customer support experience by combining understanding, thoughtful insights, and concise responses
• Triage, research, and prioritize incoming issues using Salesforce Service Cloud and Jira
• Troubleshoot technical issues and escalate to senior team members as needed
• Develop technical solutions to help our customers win the digital shelf
• Perform a thorough quality assurance process to ensure the completeness of solutions
• Represent the support team while working multi-functionally with other groups
• Document processes and procedures and assist in training new team members

You'll enjoy this role if you have:

• You have 1+ years of experience in customer-facing, problem-solving technical support positions
• You have a working knowledge of programming languages and technologies like Ruby/Python, Regular Expressions, Git/GitHub, CLI/Shell, VS Code, etc
• You have deep technical, analytical, and problem-solving skills
• You are organized, detail-oriented, and diligent
• You have an appetite for knowledge and a desire to guide others - we care more about your ability to learn than pre-existing knowledge
• You have a history of dedication and are known among your peers as the go-to person for help
• You are motivated to be a self-starter and individual performer, contributing to overall team efficiency and collaboration
• You raise opportunities for process improvements and show a willingness to be part of the solution
• You have experience with standard support tools like Salesforce, Jira (or similar)

Bonus points:

• You can clearly and thoughtfully explain new technical concepts to a wide variety of personas
• You have advanced Excel skills - you’re comfortable transforming data, manipulating various data types, and analyzing data sets
• Knowledge of the challenges brands and retailers face in the e-commerce industry today

What We Have for You:

• Competitive Salary
• Equity
• 401 (k)
• Unlimited Vacation
• Full Benefits: Medical, Dental, and Vision Insurance
• Company provided Life Insurance and Short Term Disability as well as additional voluntary insurance elections
• FSA: Medical, Commuter, and Dependent Care
• Referral Bonuses

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Salsify loves a good success story and it would be our privilege to help write yours! We recognize that talent and potential come in all forms and that years of experience does not gu