Customer Support Engineer - Remote (Lisbon, Portugal) | | English
🚀 Customer Support Engineer - Remote (Lisbon, Portugal)
About Salsify:
Salsify is a leading company in the e-commerce industry, helping brands and retailers win on the digital shelf. We're on a mission to scale the next core commerce infrastructure, going from $100M to $500M in revenue. Founded in 2012, we serve over 80 countries and are proud to work with top brands like Mars, L'Oreal, Coca-Cola, Bosch, and GSK. Our products are shopper-centric, frictionless, and create memorable commerce experiences.
About the Opportunity:
We're looking for a talented, customer-oriented support professional to join our growing Customer Support team. As the first point of contact for our customers, you'll play a critical role in ensuring their success with Salsify. You'll be the voice of the customer within Salsify, helping us improve our product, service, and become trusted advisors in the e-commerce industry.
What You'll Do:
-
🌟 Deliver Stellar Support: Provide high-quality technical support across all channels, consistently meeting monthly KPIs and delivering top-notch support experiences.
-
👂 Listen and Respond: Promptly respond to customer queries through the appropriate channels, accurately assess the need for escalation, and flag potential churn risks.
-
🤝 Solve Problems with Confidence: Confidently handle customer feedback and frustrations, effectively liaising with colleagues and managers to find the best solutions.
-
🧠 Continuous Learning: 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.
-
🤝 Mentor and Support: Provide mentorship, training, and ongoing support to other team members. You may also assist with recruiting efforts (interviews) and onboarding new hires.
-
💡 Knowledge Sharing: Take a proactive approach to developing Salsify knowledge, familiarizing yourself with new products and services as they are introduced. Share this knowledge with colleagues and other departments to improve products and services.
-
📈 Professional Development: Actively participate in your own professional development, giving and receiving constructive feedback.
-
🗣️ Advocate for Customers: Represent the support team when working cross-functionally with other departments, providing insights and advocating for both our customers and team members.
-
💡 Identify Opportunities: Identify process challenges and escalate them to management, along with potential suggestions for improvement.
-
🙌 Team Player: Actively participate in non-case handling activities such as team mentoring, product beta testing, and knowledge documentation.
-
🚀 Own Your Growth: Own and/or participate in projects and activities aligned with a leadership or technical track.
What You'll Need:
-
💪 Technical Support Experience: 4+ years of technical support experience in a fast-paced environment.
-
🧠 Problem-Solving Skills: 2+ years of experience diagnosing, researching, managing, and resolving intermediate technical support issues and escalations.
-
🎓 Technical Background: Higher Degree in a technical field strongly preferred.
-
🌟 High Performer: You have a history of high performance and are known among your peers as the go-to person for help.
-
🗣️ Communicator: You can clearly and thoughtfully explain new technical concepts to a wide variety of audiences.
-
🧠 Learner: You have a thirst for knowledge and a desire to teach others. We care more about your ability to learn than pre-existing knowledge.
-
Organized & Detail-Oriented: You are organized and detail-oriented.
-
🚀 Self-Starter: You are motivated to be a self-starter and individual performer effectively contributing to overall team productivity and collaboration.
-
💡 Problem-Solver: You raise opportunities for process improvements and show a willingness to be part of the solution.
-
💻 Technical Skills: You are technical with a customer-first mindset and comfortable with HTML, APIs, log files, networking, system architecture, and solving ambiguous issues.
-
🛍️ E-Commerce Knowledge: Knowledge of the challenges brands and retailers face in the e-commerce industry today. GS1 Knowledge would be a plus.
-
🧰 Support Tools: Experience with common support tools like Salesforce, Jira (or similar), ticketing tools, and participating in 24x7 on-call routines.
Benefits:
- 💰 Competitive Salary
- 📈 Equity
- 🌴 Unlimited Vacation
- 🏥 Medical, Dental, and Vision Insurance (Multicare)
- 🛡️ Life Plan
- 🍽️ Meal Allowance
- 🤝 Referral Bonuses
We are an Equal Opportunity Employer:
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. We are committed to empowering a diverse workforce and providing reasonable accommodations for individuals with disabilities.
Ready to Join Our Team?
If you're excited to work in a fast-paced environment with a team that values agility, curiosity, and passion, we want to hear from you!
To Apply:
Please submit your application through our website.
Category: Customer Service