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. Learn how the world’s largest brands, including Mars, L'Oreal, Coca-Cola, Bosch, and GSK, as well as retailers and distributors such as E.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. We understand that while work is just one aspect of 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. Accurately assess the need to escalate cases to the next level of support, leadership, and internal teams (e.g., 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. You have a thirst for knowledge, an active approach to your own professional development, and a desire to teach others. You are technical with a customer-first mindset and comfortable with HTML, APIs, log files, networking, system architecture, and solving ambiguous issues. You are organized, detail-oriented, and motivated to be a self-starter. Experience with common support tools like Salesforce, Jira (or similar), and participation in a distributed 24x7 on-call routine. Bonus points: Knowledge of the challenges brands and retailers face in the e-commerce industry today. Excel formula experience - you’re comfortable transforming data and manipulating various data types. #LI-MP1 #LI-remote At Salsify, we maintain 3 core principles as part of our 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 €28.900 — €34.000 EUR 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. If you have an interest in our roles please do not hesitate to apply - we would be happy to speak with you! A member of Talent ' talent@salsify.com ' will be reaching out about next steps if we would like to move forward. 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, Massachusetts and have hubs in Lisbon (Portugal) and Sydney (Australia). 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! As part of the hiring process, we may be conducting reference checks with your provided contacts. Please see our Candidate Privacy Statement for information on the personal data we process in connection with your application. An Inclusive Place To Work 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. Studies have found that people of color and women do not apply to jobs if they do not meet all the requirements. At Salsify we are committed to empowering a diverse workforce. We ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Accommodations Salsify is committed to an inclusive hiring process, and we aim to provide accommodations for persons with disabilities. If you need any accommodations for the application or throughout the interview process please contact cx@salsify.com . We take your security seriously. When applying for a position with us, please be aware of the following: Official Communication Channels All legitimate communications from our team, including interview requests and job offers, will only come from an email address ending in @salsify.com. We will never use generic email addresses (like Gmail or Yahoo) or ask you to communicate through unofficial channels. Verify Job Postings Always verify the legitimacy of any Salsify job posting by checking our official website's careers page. If a position is not listed there, it is not a genuine Salsify opening. Secure Application Process We use secure applicant tracking systems and encrypted communication channels to protect your sensitive information and documents throughout the application process. No Payments Ever Required Legitimate employers, including Salsify, will never ask for upfront payments for applications, training, or equipment. Any request for payment is a clear sign of a scam. Personal Information Requests Sensitive personal information, such as bank details or social security numbers, will only be requested after a formal job offer has been made and exclusively through secure, verified channels.By being aware of these protocols, you can help us ensure a safe and secure application experience.