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’ 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 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 ownership, analyze, troubleshoot, and coordinate the resolution of technical issues.
• Quickly comprehend customer impact of issues, prioritize and escalate accordingly. 
• Formulate responses to issues, communicate progress and resolution efficiently.
• Collaborate with developers, Product Owners, and Customer Success teams.
• Mentor support team members
• Aspire to become functional expert for our products and knowledge evangelist for the wider company
• Invest in issue prevention by collaborating on documentation and knowledge bases. 
• Invest in service quality by continuously improving our processes. 

• Excellent English language skills, both written and verbal.
• Previous experience in professional technical support 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.
• Experienced with developing queries and analysis of trends (ideally from logs).
• Basic understanding of REST.
• Basic understanding of Cloud based infrastructure (AWS and GCP preferrable). 
• Basic understanding of the current SaaS ecommerce tech stack.
• Empathy.
• Reliability.
• Willingness to make mistakes to learn. 

Nice-to-Have:

• Ability to interpret visualized data.

Team Values:

Positivity. Negativity is the enemy of progress.

Trust & Transparency. Promote direct and continuous feedback.

Learning. Be proud if you’ve failed at something. Think big, start small, learn fast!

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.