Senior Support Engineer (m/f/x)

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’ Senior 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 optimising 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. 

Please note that for this role, we can currently offer full-remote work for candidates based in Australia, Vietnam, Indonesia, Singapore and New Zealand.

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, prioritise 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 optimising processes and KPIs

• 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 

Nice-to-Have:

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

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 employees

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

Are you ready? Come grow with us!

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

We are all different and that is what makes us stronger! We hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes our company better.

commercetools celebrates being a diverse environment and is proud to be an equal opportunities employer. If your professional profile aligns with our specific hiring requirements and company culture, then we encourage you to apply. We will assess your competencies, future potential, approach to learning and self-development and passion, and not your age, color, national origin, religion, gender, gender identity or expression, sexual orientation, familial status, genetics, or disability.