Customer Support Engineer

About the role

As Salsify’s Customer Support team grows, we are looking for talented, customer-oriented support professionals to join our team. As a key line of contact with our customers, Support Engineers play a vital role in ensuring their success using Salsify. You are our customer’s voice within Salsify as we strive to continually improve our product, our service, and our role as trusted advisors within the e-commerce industry. As a 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. 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

• Maintain high-quality technical omni-channel support while consistently delivering on monthly KPIs and a top-quality support experience.
• Triage, reproduce, and map complex data workflows and business logic within the core platform to pinpoint where processes might be breaking down.
• Accurately assess the need to escalate cases to the next level of support, leadership, and internal teams (e.g., flagging churn risk).
• Confidently handle customer feedback, frustrations, and case escalations, liaising with colleagues or managers to find the best solutions.
• Engage in ongoing knowledge development activities, such as feature release training, Salsify certifications, and topic-based bootcamps; propose and organize office hours and knowledge meetings.
• Provide mentorship, training, and ongoing support to other team members; assist with interviewing and onboarding activities for new hires.
• Represent the support team while working cross-functionally with other departments, providing insights and advocating for our customers and team.
• Active role in non-case handling activities, such as team mentoring, product beta testing, and knowledge documentation.

You'll Enjoy This Role If You Have

• 4 or more years of technical support experience in a fast-paced environment.
• 2+ years of experience in diagnosing, researching, managing, and resolving intermediate technical support issues and escalations.
• Higher Degree in a technical field is strongly preferred.
• A history of high performance and are known among your peers as the go-to person for help.
• A strong logical mindset and enjoy deconstructing how systems connect, specifically how data moves through multi-step workflows, automation pipelines, and condition-based logic.
• Ability to clearly and thoughtfully explain new technical concepts to a wide variety of personas.
• A thirst for knowledge, an active approach to your own professional development, and a desire to teach others.
• Technical aptitude with a customer-first mindset and comfort with HTML, APIs, log files, networking, system architecture, and solving ambiguous issues.
• Organized, detail-oriented, and motivated to be a self-starter.
• Experience with common support tools like Salesforce, Jira (or similar), and participation in a distributed 24x7 on-call routine.

Bonus Points

• Knowledge of the challenges brands and retailers face in the e-commerce industry today.
• Excel formula experience - you’re comfortable transforming data and manipulating various data types.

Pay

National Pay Range €28.900—€34.000 EUR