As Salsify’s Customer Support team grows, we are looking for hard-working, customer-focused support professionals to join our team.
As the first line of contact with our customers, you play a crucial role in ensuring their success using Salsify. You are our customer’s voice within Salsify as we strive to continually improve our product, service, and role as trusted advisors within the e-commerce industry.
As an Associate Channel Support Engineer at Salsify, you will develop and maintain a deep understanding of the Salsify platform and our customers’ specific needs while working alongside a team of dedicated and hardworking technical support professionals across the globe. You will gain e-commerce industry knowledge while helping our customers win the digital shelf. We don’t expect you to know everything - we want you to ask questions and learn new things while helping us deliver on our vision.
How you’ll make an impact:
- Provide excellent customer support experience by combining understanding, thoughtful insights, and concise responses
- Triage, research, and prioritize incoming issues using Salesforce Service Cloud and Jira
- Troubleshoot technical issues and escalate to senior team members as needed
- Develop technical solutions to help our customers win the digital shelf
- Perform a thorough quality assurance process to ensure the completeness of solutions
- Represent the support team while working multi-functionally with other groups
- Document processes and procedures and assist in training new team members
You'll enjoy this role if you have:
- You have 1+ years of experience in customer-facing, problem-solving technical support positions
- You have a working knowledge of programming languages and technologies like Ruby/Python, Regular Expressions, Git/GitHub, CLI/Shell, VS Code, etc
- You have deep technical, analytical, and problem-solving skills
- You are organized, detail-oriented, and diligent
- You have an appetite for knowledge and a desire to guide others - we care more about your ability to learn than pre-existing knowledge
- You have a history of dedication and are known among your peers as the go-to person for help
- You are motivated to be a self-starter and individual performer, contributing to overall team efficiency and collaboration
- You raise opportunities for process improvements and show a willingness to be part of the solution
- You have experience with standard support tools like Salesforce, Jira (or similar)
- Fluent in english
Bonus points:
- You can clearly and thoughtfully explain new technical concepts to a wide variety of personas
- You have advanced Excel skills - you’re comfortable transforming data, manipulating various data types, and analyzing data sets
- Knowledge of the challenges brands and retailers face in the e-commerce industry today
Salsify’s mission is to empower brand manufacturers to win on the digital shelf.
Helping brand manufacturers to win online is what we do. Our culture is who we are. We are empowered. We are positive thinkers. We take action. We care deeply. These values have driven Salsify’s growth and earned the company numerous top workplace awards.
We are headquartered in Boston and have hubs in Lisbon (Portugal) and Sydney (Australia) and remote offices around the globe. If you are excited to work in a fast-paced environment with a team that values agility, curiosity and passion, we want to hear from you!
Salsify loves a good success story and it would be our privilege to help write yours! We recognize that talent and potential come in all forms and that years of experience does not guarantee job effectiveness or leadership potential. Our hiring process involves recognizing a person’s achievements, subject matter expertise, and passion, not just check marks next to a job description. If you have an interest in our roles please do not hesitate to apply - we would be happy to speak with you!
Salsify is committed to being an equal opportunity employer. We believe that diverse perspectives yield strong and happy teams. Our employees and customers win when we have a variety of opinions and experiences. If you have a disability, require religious accommodation or if there is anything we can do to make you more comfortable during our recruitment process, please let us know at talent@salsify.com.
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