Support Engineer

commercetools - we are:

• The competitive sort: We didn’t become the fastest growing, highest ever valued SaaS software company in digital commerce with nearly 100% year-over-year growth by sitting on the sidelines.
• Inspired: Continually exploring what’s possible — the innovators of headless commerce, the visionaries behind MACH — our patented tech has radically disrupted the world of enterprise ecommerce software - and we are just getting started. 
• Valued: Smart, strong, passionate individuals hailing from over 50 countries across the globe, speaking over 43 languages, and collectively embracing diversity, encouraging inclusion, and fostering a culture of caring.
• Driven: We push the limits, technology, and ourselves to retain the trust of some of the world’s leading and fastest growing brands every single day.

The Opportunity:

commercetools’ Support Engineers are our customers' key point of contact, as they build innovative commerce applications in modern technologies.

We help our customers’ developers and specialists in all aspects of their journey: from initially setting up a working store to scaling and optimizing their mission-critical e-commerce apps, IoT offerings and web stores.  

We internally connect to platform development teams, customer success managers and others to make sure our customers’ needs are considered and they feel confident in implementing their business on the foundation of the commercetools’ SaaS platform. 

  Your Mission:

• Provide B2B customer support through a ticketing system

• Take responsibility, analyze, troubleshoot, coordinate, and communicate the resolution of technical issues

• Quickly assess customer impact of issues, prioritize, and escalate accordingly

• Formulate responses to tickets, communicate progress and resolution efficiently in collaboration with Developers, Product Owners, Customer Success teams

• Support the Product team in the prioritization of product briefs

• Be active in issue prevention by collaborating on documentation and knowledge bases

What you need to succeed:

• Excellent English language skills, both written and verbal

• Previous experience in professional technical support for complex software system vendors

• Ability to explain technical and functional concepts in writing

• Previously worked with ReactJS

• Proficient with editing JSON documents

• Experience with log analysis, metrics systems as well as dashboard creation

• Evaluate a critical situation in a high pressure environment and communicate clearly and concisely to both internal commercetools teams and customers

• Willingness to be part of the Incident Communicators team handling critical tickets 

• Experienced with developing queries and analysis of trends (ideally from logs)

• Empathy and Reliability

• Enjoy communicating with people using verbal and written methods (video calls)

• Willingness to make mistakes to learn and share your learnings

Nice to have:

• Previous ecommerce support experience

• Previous experience in SaaS enterprise B2B

 

We care about your Growth and Well-being

💰 Competitive compensation package: Generous compensation structure consisting of salary, competitive stock option package, various benefits and perks

☀️ Remote Work: Up to 60 days/year from a country different from your base country  

💻 Open Learning & Development Budget

📚 ct Academy: Regular internal training sessions

🙌 Our Benefits: Check them out here

⌚️ Flexibility: Morning person or night owl? We believe in outcome and motivated employees

🚀 Mindset & Growth: A diverse, creative workspace with an international culture & learning environment

 

For US-based roles

🩺  Well-Being: 100% employer-covered medical, dental, and vision insurance for employees and dependents

🌴 Work-Life Balance: Generous time off for personal time, vacation, parental leave, holidays, well-being, bereavement and volunteering

💰 Prepare For Your Future: 401k with company match

👐 Get Involved: Opportunities to join our Happiness Committee, Engage the Cha