Senior 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’ Cloud Support Engineers are the key point of contact to our customers, 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 enhancing their mission-critical e-commerce apps, IoT offerings and web stores.  

We internally interact with 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. 

This remote role is open to Americas based candidates located within the countries provided here. All candidates must be available during key global collaboration hours, which are generally 8 am -12 pm EST. 

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 key Customer accounts.
• Become a functional expert for at least one area of our product
• Participate in maintaining and evolving the product in the area of expertise and providing internal training for the Support team
• Be active in issue prevention by collaborating on documentation and knowledge bases. 
• Help supervising the quality of the work delivered and processes in collaboration with the Team Lead, Problem Analyst and Head of Support
• Mentor and onboard other Support engineers.
• Actively Support the leadership by reviewing and optimizing processes and KPIs.
  

What you need to succeed:

• Excellent English language skills, both written and verbal.
• Previous experience in professional technical support (L2 / L3) for complex software system vendors.
• Strong ability to explain technical and functional concepts in writing.
• Experienced in the troubleshooting of internet fundamentals DNS, latency/connectivity, HTTP, HTTPS , SSL certificates, and authentication.
• Proficient with editing JSON documents.
• Experience with log analysis, metrics systems as well as dashboard creation.
• Ability to quickly 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). → tools used (Grafana, Humio, Kibana, Splunk).
• Strong application support knowledge.
• previously engaged in supporting Enterprise Customers
• Empathy and Reliability.
• Willingness to make mistakes to learn and share your learnings. 
• Experience in Mentoring, onboarding and developing team peers.
• Advanced understanding of REST 

• Previous ecommerce support experience a plus
• Previous experience in SaaS enterprise B2B a plus
• Knowledge in GraphQL APIs a plus

Tech at commercetools:

We Are Open Source And Innovative By Design

🚀 We make rapid progress by being early adopters of React, Scala, and GraphQL

📋 We share & contribute to the open source community: https://github.com/sangria-graphql

⚙️ We <3 Automation and Machine Learning

We care about your Growth and Well-being

☀️ 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

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

🚀 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 staff 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 Change DEI organization, Culture Committee, fitness challenges, artistic channels, and more!

💪 Our differences make us stronger 

We believe that our diversity makes us a stronger team. We hire great people from a wide variety of backgrounds - not just because it’s the right thing to do, but because it makes us better.

At commercetools, we are proud to be an equal opportunity workplace. We are committed to fair hiring practices regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

Are you ready? Come grow with us!

🔍 Are you looking for something else? Check out our Career Page and our Website for more information.