As the first line of contact with our customers, you play a key 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. As a Support Engineer for Supplier XM, you will provide support in French and English to retailers, distributors, and suppliers.

How you'll make an impact:

• Maintain high-quality technical support in English and French (email, ticketing system, phone, live chat) 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
• Active role in your own professional development; Able to give/receive constructive feedback.
• Take a proactive approach in developing Salsify knowledge documentation; Familiarizing yourself with new products and services as they are introduced.
• Identifying process challenges and escalating them to management, along with possible suggestions for improvement, wherever possible.
• May participate in non-case handling activities, such as team mentoring, product beta testing, knowledge documentation

You'll enjoy this role if:

• You have 2 or more years of customer support experience in a fast-paced environment
• You are fluent (spoken and written) in English and French and comfortable addressing customer issues in either language
• You have a history of high performance and are known among your peers as the go-to person
• You are technical with a customer-first mindset and comfortable with HTML, APIs, log files, networking, system architecture and solving ambiguous issues
• You have experience with common support tools like Salesforce, Jira (or similar)
• You can clearly and thoughtfully explain new technical concepts to a wide variety of personas

What We Have for You:

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

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 and have hubs in Lisbon (Portugal) and Sydney (Australia) and remote offices around the globe. 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!
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 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!
Salsify is committed to being an equal opportunity employer. We believe that diverse perspectives yield strong and happy teams. Our employees and customers win when we have a variety of opinions and experiences. If you have a disability, require religious accommodation or if there is anything we can do to make you more comfortable during our recruitment process, please let us know at talent@salsify.com.