Customer Support Engineer

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. 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.

Who We Are

, a truly inclusive culture accounts for the full authenticity of every single human being that works here. About the Opportunity 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. , 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: 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. You have a history of high performance and are known among your peers as the go-to person for help.

You have a strong logical mindset and enjoy deconstructing how systems connect, specifically how data moves through multi-step workflows, automation pipelines, and condition-based logic. You can clearly and thoughtfully explain new technical concepts to a wide variety of personas.