SW Support Specialist

AutoStore Retail is building the next generation SaaS platform for grocery retailers. We help grocers to embrace state of the art technology in order to create first-class online experiences and increase efficiency within their operations.

We offer our clients a full suite of eCommerce software available as discrete modules or as a fully integrated solution. We can support operations from in-store fulfillment to Micro Fulfillment Centers as a full featured Fulfillment Platform integrated with AutoStore’s Automated Storage and Retrieval System. 

We are building a service and support team who will be our client commissioning experts and the first point of contact for customers and partner networks throughout the process of resolving reported cases. We are searching for passionate and highly motivated individuals to grow our support team and help our customers capitalize on our automation solutions. As a Customer Success Specialist, you will create solutions and deliver excellent customer service every day. The role influences how we can create the best customer support experience possible. You will be an integral part of shaping the dynamics of the culture as well as the business itself.

Other benefits include:

• Competitive pay and benefits, including 401K and 401K match
• A culture where everyone is highly respected and valued
• An inclusive and safe work environment where diversity is embraced
• Travel to client sites as the one of the “faces” of service and support
• Unlimited PTO
• Social events & fun

Key Qualifications: 

• Previous experience supporting client-operated software platforms, especially SaaS solutions. 
• Help create the bar for support and continuously raise that bar as the team grows. 
• Strong team player with experience in a support organization and a proven ability to work seamlessly across multiple divisions and departments 
• Suggest, create, deploy, configure and manage new tools to improve the teams quality of life. 
• Our ideal candidate possesses excellent technical acumen and will strive for continuous improvement of our services and support capabilities. 
• Service minded with strong relational skills – provide our customers with care from a solutions-oriented mindset 
• Quickly absorb deep/holistic technical information 
• Strong communication skills with both coworkers and clients alike during any criticality of issue while maintaining a professional and caring demeanor 
• Attention to detail and organization while maintaining timelines and prioritizations 

Main responsibilities 

• Work proactively to avoid issues and work reactive issues with a sense of urgency 
• Contribute in design and implementation of installation and service partner network 
• Work onsite to coordinate and ensure accurate, efficient execution of software and site plans, train partner network colleagues or customers utilizing a “train-the-trainer” methodology, and drives system acceptance and adoption 
• Be first point of contact for partners and customer, providing support on software inquiries and escalations 
• Coordinate support tasks with the Development team, broader AutoStore team, and external partners 
• Work closely with customers to better understand their business needs and goals 
• Maintain Service SLAs and ensure we meet our partner and customer obligations by participating in our on-call rotation 
• Grow a knowledge base, create training materials and other material documentation 
• Train customers, coworkers and each other 
• Responsible for day-to-day functions of Service & Support team 
• Responsibilities may change as the operating model matures and scales. 
• Up to 10% travel after the team is fully staffed 
• Location: Hybrid - Denver, CO 

WE OFFER:   

• Compensation: 60-80,000 USD 
• A creative, safe and solid workplace in a business experiencing huge growth – Norway’s first unicorn company listed on the Oslo Stock Exchange  
• A company culture where we recognize and applaud everyone’s contributions in making decisions  
• Competitive benefits and compensation including 401k plan with employer match and discretionary profit contribution  
• Flexible time off and 12 paid company holidays 

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