Salsify is hiring a
Customer Support Engineer

Summary

The job is for a Support Engineer at Salsify, a fast-growing e-commerce infrastructure company. The role involves providing technical support to customers, developing a deep understanding of the Salsify platform, and contributing to team productivity and collaboration. The ideal candidate has 4+ years of technical support experience, a higher degree in a technical field, and knowledge of common support tools.

Requirements

• Has 4 or more years of technical support experience in a fast-paced environment
• Has 2+ years of experience in diagnosing, researching, managing, and resolving intermediate technical support issues and escalations

Responsibilities

• Maintains high-quality technical omni-channel support while consistently delivering on monthly KPIs and top quality support experience
• Accurately assesses the need to escalate cases to the next level of support, leadership, and internal teams (e.g. flagging churn risk)
• Confidently handles customer feedback, frustrations and case escalations; Liaises with colleagues or managers to find the best solutions to customers issues as needed
• Engages in ongoing knowledge development activities, such as feature release training, Salsify certifications, and topic-based bootcamps
• Provides mentorship, training and ongoing support to other team members; may assist with recruiting efforts (interview) and onboarding activities for new hires

Preferred Qualifications

Higher Degree in technical field strongly preferred

Benefits

• Competitive Salary
• Equity
• Unlimited Vacation
• Medical, Dental and Vision Insurance (Multicare)
• Life Plan
• Meal Allowance
• Referral Bonuses