Customer Support Engineer

Salsify
Salsify empowers brand manufacturers to deliver the product experiences that consumers demand

Job details

  • Full-time
  • map markerLisbon, PT
  • cardRequires Work Permit
    Requires that you're a citizen or have a valid work permit / visa sponsorship to work in the country in which this position is based.
  • routeJunior
  • routeEnglish
    Preferred spoken language

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Intro

The world of retail is changing, and Salsify is leading the charge alongside the world's best brands. Delivering great product experiences is the only way to succeed in e-commerce -- from Amazon and Alibaba to click-and-collect and augmented reality -- and product content is at the heart of each of those experiences. At Salsify, we help brands like Bosch and Coca-Cola manage, scale, and optimize their content to truly connect with their consumers.

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.

We're looking for talented and passionate people who want to be part of creating our team here alongside one of our founders. We chose Lisbon as our first European office because of the incredible excitement and talent of every person we talked to. If that's you, we'd love to meet!

As a support engineer at Salsify, you will develop and maintain a deep understanding of both the Salsify platform and our customers' specific needs. We don’t expect you to know everything, we want you to ask questions, learn new things, and occasionally call our users to troubleshoot complex issues. You will work with everyone at Salsify to deliver on our Product Experience Management (PXM) vision.

What you’ll be doing:

  • Help answer questions and propose solutions to unique customer requirements via our Zendesk ticketing system
  • Provide excellent customer support experience by combining kindness, thoughtful insights and concise responses
  • Triage, research, and understand the causes, impact, and priority of incoming issues
  • Troubleshoot, investigate, and create detailed bug reports
  • Provide insights into how our customers are using Salsify and work with our product and engineering teams to improve the platform
  • Recommend or write documentation to train our users and new team members
  • Create a community of users that love Salsify
  • Help us build our European team

Main requirements

  • You have 1-2+ years experience in customer-facing, problem-solving positions in SaaS companies
  • You can clearly and thoughtfully explain new concepts to diverse audiences, in writing and verbally in English (additional European language a plus)
  • You have a thirst for knowledge and a desire to teach others - we care more about your ability to learn than pre existing knowledge
  • You are organized and detail-oriented
  • Excel formula experience a plus - you’re comfortable transforming data and manipulating various data types

Perks

  • Great culture: We hire creative, friendly people who never want to stop learning

  • Flexible benefits: Gym? Parking? Childcare? We'll work with you to make sure our benefits are right for your particular situation

  • Private health insurance: We want you to be as healthy as you are happy

  • Top-notch equipment: We make sure you have whatever tools you need to be productive

  • Growth: Want to start a company some day? Or just interested in the economics of the business? Work alongside one of our founders to build the culture of our Lisbon office

Apply now

Sign up to apply

Or sign up to refer and earn a reward of €300