Customer Support Engineer

Job description

Come join a company who is a key leader in the industry scaling the next core commerce infrastructure and on the path from $100M to $500M! Founded in 2012, Salsify helps brand manufacturers, distributors, and retailers in over 80 countries collaborate to win on the digital shelf. As the market leader globally, our products are shopper-centric, frictionless, and create memorable commerce experiences. Our products provide a competitive edge through experiences that improve brand trust, amplify product differentiation and assortments, increase conversion rate, improve profit margins, and speed time to market.

Learn how the world’s largest brands, including Mars, L’Oreal, Coca-Cola, Bosch, and GSK, as well as retailers and distributors such as E.Leclerc, Carrefour, Metro, and Intermarché use Salsify everyday to stand out on the digital shelf.

At Salsify, we strive to embody an equitable, diverse, and inclusive company culture. We are united across countries, levels, tenures, and a host of other dimensions of diversity. We understand that while work is just one aspect of who we are, a truly inclusive culture accounts for the full authenticity of every single human being that works here.

About the Opportunity

About the Role

We’re looking for a highly motivated and technically adept Customer Support Engineer to join our growing team. In this role, you’ll be the primary point of contact for our most complex technical support issues, primarily focusing on L2 for our core product, SKUlibrary. You’ll work closely with clients to resolve critical issues, enhance their experience, and contribute to the continuous improvement of our support processes.

Beyond core support, you’ll play a crucial role in our internal technical initiatives, assisting your team with developing Python scripts, automating processes, and driving process improvements.

Key Responsibilities

Technical Support & Troubleshooting

• Provide advanced L2 technical support for SKUlibrary, diagnosing and resolving complex issues related to:

  • SKUlibrary core functionalities.
  • PXM to SKUlibrary syndication issues.
  • SKUlibrary to SupplierXM syndication issues.
  • Advanced external syndication issues.

• Conduct in-depth investigation and analysis of reported issues, utilizing logs, system diagnostics, and other available tools.

• Effectively leverage tools such as our Back Office Management Tool and Hybris for troubleshooting and configuration.

• Utilize advanced Excel functionalities for data manipulation, analysis, and reporting in support of troubleshooting and process improvement.

• Collaborate with engineering and product teams to escalate and resolve bugs or underlying system issues.

• Develop and maintain comprehensive documentation for common issues, troubleshooting steps, and resolution procedures.

Client Engagement & Leadership

• Assist and lead technical discussions and meetings with clients to understand their needs, provide timely updates, and drive quick resolutions.
• Act as a trusted technical advisor to clients, offering best practices and solutions to optimize their use of our platforms.
• Maintain a strong customer-first approach, ensuring clear communication, empathy, and a commitment to client satisfaction.

Technical & Process Improvement

• Collaborate with team on custom technical requirements, including the development and maintenance of Python scripts.
• Identify opportunities for automation of processes within the support workflow to enhance efficiency and reduce manual effort.
• Proactively suggest and implement process improvements to optimize our support operations and improve the overall customer experience.
• Assist in the development of tools and utilities to aid in troubleshooting and support.

Required Skills & Experience

• Minimum 2+yrs relevant industry experience or proven experience in a technical support role, ideally with a focus on L2+ support for SaaS products.
• Strong technical background with a solid understanding of APIs, data feeds, and integration methodologies.
• Some experience in Python (or equivalent) scripting for automation and data manipulation.
• Experience with relational databases and ability to write basic SQL queries.
• Demonstrable experience working with complex data in Excel.
• Excellent problem-solving skills with a methodical and analytical approach.
• Demonstrated ability to lead client meetings, communicate complex technical information clearly, and manage client expectations effectively.
• Exceptional written and verbal communication skills.
• Ability to work independently and as part of a team in a fast-paced, dynamic environment.
• Client-focused mindset with a passion for delivering exceptional customer service.

What we can offer you

• An exciting and growing tech company with some of Australia’s and the globes largest retailers, distributors and brands as clients
• An excellent culture where staff are valued and heard
• A highly capable, skilled and motivated team that has a focus on driving great outcomes for our customers, supporting each other and working together
• Celebration of achievements, support for personal development and encouragement of idea sharing
• In office role on the Northern Beaches (Manly Vale) with Tuesdays and Fridays WFH
• Close to public transport and shops, with plenty of available parking

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 on-the-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!

A member of Talent ‘[email protected]’ will be reaching out about next steps if we would like to move forward.

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, Massachusetts and have hubs in Lisbon (Portugal) and Sydney (Australia). 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!

As part of the hiring process, we may be conducting reference checks with your provided contacts.

Please see our Candidate Privacy Statement for information on the personal data we process in connection with your application.

An Inclusive Place To Work

Salsify does not discriminate based on race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. Studies have found that people of color and women do not apply to jobs if they do not meet all the requirements. At Salsify we are committed to empowering a diverse workforce. We ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

Accommodations

Salsify is committed to an inclusive hiring process, and we aim to provide accommodations for persons with disabilities. If you need any accommodations for the application or throughout the interview process please contact [email protected].

We take your security seriously. When applying for a position with us, please be aware of the following:

Official Communication ChannelsAll legitimate communications from our team, including interview requests and job offers, will only come from an email address ending in @salsify.com. We will never use generic email addresses (like Gmail or Yahoo) or ask you to communicate through unofficial channels.

Verify Job Postings

Always verify the legitimacy of any Salsify job posting by checking our official website’s careers page. If a position is not listed there, it is not a genuine Salsify opening.

Secure Application Process

We use secure applicant tracking systems and encrypted communication channels to protect your sensitive information and documents throughout the application process.

No Payments Ever Required

Legitimate employers, including Salsify, will never ask for upfront payments for applications, training, or equipment. Any request for payment is a clear sign of a scam.

Personal Information Requests

Sensitive personal information, such as bank details or social security numbers, will only be requested after a formal job offer has been made and exclusively through secure, verified channels.By being aware of these protocols, you can help us ensure a safe and secure application experience.