Customer Support Engineer

As a Support Engineer at Salsify, you will play a crucial role in ensuring the success of our customers by providing exceptional customer support and acting as their voice within the company. You will develop a deep understanding of the Salsify platform and our customers' specific needs, while working alongside a global team of technical support professionals. Your responsibilities will include troubleshooting, investigating, and creating bug reports, as well as representing the support team in cross-functional collaborations. This role requires at least 2 years of technical support experience in a fast-paced environment and the ability to effectively communicate technical concepts to various individuals.

Provide exceptional customer support experience (via email, phone, and chat) by combining kindness, thoughtful insights, and concise responses

Triage, research, and understand the causes, impact, and priority of incoming issues

Develop an expert understanding of how each customer is unique in the way they use Salsify and operate, and learn how to efficiently apply that knowledge to provide them the support they need and anticipate future questions

Troubleshoot, investigate, and create detailed bug reports

Represent the support team while working cross-functionally with other departments; providing insights and advocating for our customers and team

Recommend or write documentation to train our users and new team members

• 2 or more years of technical support experience in a fast-paced environment
• History of high performance and known as the go-to person for help
• Ability to clearly and thoughtfully explain new technical concepts to a wide variety of personas
• Thirst for knowledge and desire to teach others
• Organized and detail-oriented
• Motivated to be a self-starter and individual performer
• Experience with common support tools like Salesforce and Jira (or similar)
• Participation in 24x7 on-call routine
• Technical proficiency with HTML, APIs, log files, networking, system architecture, and solving ambiguous issues (bonus)
• Excel formula experience (bonus)
• Knowledge of the challenges brands and retailers face in the e-commerce industry today (bonus)

• Competitive Salary
• Equity
• 401(k)
• Unlimited Vacation
• Full Benefits: Medical, Dental, and Vision Insurance
• Company provided Life Insurance and Short Term Disability as well as additional voluntary insurance elections
• FSA: Medical, Commuter, and Dependent Care
• Referral Bonuses