Customer Support Engineer

As Salsify’s Customer Support team grows, we are looking for talented, customer-oriented support 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 vision.

How you’ll make an impact:

• Maintains high-quality technical omni-channel support while consistently delivering on monthly KPIs and top quality support experience; Promptly responding to customer queries through proper channels 
• Accurately assesses the need to escalate cases to the next level of support, leadership, and internal teams (e.g. flagging churn risk) 
• Confidently handles customer feedback, frustrations and case escalations; Liaising with colleagues or managers to find the best solutions to customers issues as needed 
• Engages in ongoing knowledge development activities, such as feature release training, Salsify certifications, and topic-based bootcamps; Proposes and organizes office hours and knowledge meetings 
• Provides mentorship, training and ongoing support to other team members; may assist with recruiting efforts (interview) and onboarding activities for new hires 
• Take a proactive approach in developing Salsify knowledge development; Familiarizing yourself with new products and services as they are introduced. 
• Obtaining and proactively sharing knowledge with colleagues and other departments so that products and services can be improved. 
• Active role in your own professional development; Able to give/receive constructive feedback. 
• Represent​s​ the support team while working cross-functionally with other departments; ​able to provide insights and advocates for our customers and team 
• Identifying process challenges and escalating them to management, along with possible suggestions for improvement, wherever possible. 
• Actively participates in non-case handling activities, such as team mentoring, product beta testing, knowledge documentation 
• Owns and/or participates in projects and activities aligned with a leadership track or a technical track 

You'll enjoy this role if you have:

• You have 4 or more years of technical support experience in a fast-paced environment
• 2+ years of experience in diagnosing, researching, managing, and resolving intermediate technical support issues and escalations
• Higher Degree in technical field strongly preferred
• You have a history of high performance and are known among your peers as the go-to person for help; you can maintain high-quality technical omni-channel support while consistently delivering on monthly KPIs and top quality support experience
• 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 take an active role in your own professional development
• 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
• You are technical with a customer-first mindset and comfortable with HTML, APIs, log files, networking, system architecture and solving ambiguous issues
• Knowledge of the challenges brands and retailers face in the e-commerce industry today; GS1 Knowledge would be a plus
• Experience with common support tools like Salesforce, Jira (or similar), ticketing tools and participating in 24x7 on-call routine

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