[Hiring] Associate Channel Support Engineer @Salsify

Role Description

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.

Qualifications

• 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.
• 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.

Requirements

• Compensation Philosophy:
• We pay market rates, which are competitive and equitable.
• We pay based on performance and proficiency, not tenure.
• We adjust proactively; when the market moves, we do too.
• The posted compensation range reflects the base salary for this position.
• In addition to base salary, some eligible roles may also have a commission plan or a bonus incentive.
• All Salsify employees receive equity in the form of stock options.
• All full-time employees are invited to participate in our Total Rewards plan, which includes health & medical benefits, PTO, and more.
• Offers to join Salsify are based on a few criteria, including the scope of the role, the candidate’s work experience, targeted skills, internal equity of the team, and external market data.
• National Pay Range: €23.800 — €28.000 EUR

Benefits

• 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.