Customer 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 talented, highly-technical, customer-oriented professionals to join our team.

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

As a 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 Product Experience Management (PXM) vision.

How you’ll make an impact:

• Provide exceptional customer support experience (via email, phone, and chat) by combining kindness, thoughtful insights, and concise responses
• Triage, research, and understand the causes, impact, and priority of incoming issues
• Develop an expert understanding of how each customer is unique in the way they use Salsify and operate, and learn how to efficiently apply that knowledge to provide them the support they need and anticipate future questions
• Troubleshoot, investigate, and create detailed bug reports
• Represent the support team while working cross-functionally with other departments; providing insights and advocating for our customers and team
• Recommend or write documentation to train our users and new team members

You'll enjoy this role if you have:

• You have 2 or more years of technical support experience in a fast-paced environment
• You have a history of high performance and are known among your peers as the go-to person for help
• You can clearly and thoughtfully explain new technical concepts to a wide variety of personas
• You have a thirst for knowledge and a desire to teach others - we care more about your ability to learn than pre-existing knowledge
• You are organized and detail-oriented
• You are motivated to be a self-starter and individual performer effectively contributing to overall team productivity and collaboration
• You raise opportunities for process improvements and show a willingness to be part of the solution
• Experience with common support tools like Salesforce and Jira (or similar) 
• Participation in 24x7 on-call routine

Bonus points:

• You are technical with a customer-first mindset and comfortable with HTML, APIs, log files, networking, system architecture and solving ambiguous issues
• Excel formula experience a plus - you’re comfortable transforming data and manipulating various data types
• 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!