Our Guiding Stars are the values at the heart of our organization that drive everything we do. We are committed to creating meaningful change not only in our industry but also in the communities we engage with. If our Guiding Stars resonate with you, we encourage you to consider joining our team.
- Drive Results: We think big, work smart, and execute fast to transform the future of commerce
- Cultivate Belonging: We welcome diverse backgrounds and experiences, driving positive change through inclusion and teamwork
- Champion Customers: We go the extra mile for our customers to help them unlock their full potential
- Adapt Boldly: We’re curious and innovative, we take risks and grow from our failures
The Opportunity:
Our Support Engineers are the key points of contact for our customers as they build innovative commerce applications in modern technologies.
As our Support Engineer, you will help our customers’ developers and specialists in all aspects of their journey: from setting up a working store to scaling and optimizing their mission-critical e-commerce apps, IoT offerings, and web stores.
You will work closely with many internal teams, including platform development and customer success, to make sure our customers’ needs are considered and they feel confident implementing their business on the foundation of the commercetools’ SaaS platform.
Your Mission:
- Drive the resolution of customer questions, problems, and requests while optimizing customer satisfaction
- Contribute to the team's internal collaboration, coordination, and learning to invest in issue prevention
- Analyze, clarify, and document the situation described by the customer in the ticket while maintaining high-quality ticket metadata
- Assess and prioritize the customer situation, meeting our overall SLAs and SLOs
- Find and formulate your own solutions for the customer issues as much as possible, and collaborate with Product, Engineering, Customer Success, and other expert teams to resolve issues that cannot be resolved in the support team
- Regularly communicate progress and effectively communicate the resolution to the customer
- Invest in service quality by continuously improving our processes
- Stay informed about changes in our products and learn from other team members' knowledge
What you need to succeed:
- Excellent English language skills, both written and verbal
- Previous experience in professional technical support for complex software system vendors
- Experience working with ReactJS and proficiency in editing JSON documents
- Ability to explain technical and functional concepts in writing
- Experience with log analysis, metrics systems, and dashboard creation
- Ability to evaluate a critical situation in a high-pressure environment and communicate clearly and concisely to both internal commercetools teams and customers
- Willingness to be part of the Incident Communicators team and handle critical tickets
- Experience developing queries and analysis of trends (ideally from logs)
- Enjoy communicating with people using verbal and written methods (video calls)
- Willingness to make mistakes to learn and share your learnings
Nice to have:
- Previous e-commerce support experience
- Previous experience in SaaS enterprise B2B
We make rapid progress by being early adopters of React, Scala, and GraphQL
We share & contribute to the open source community: https://github.com/sangria-graphql
⚙️ We <3 Automation and Machine Learning
We care about your Growth and Well-being
Competitive compensation package: Generous compensation structure consisting of salary, competitive stock option package, various benefits and perks
☀️ Workation: U p to 60 days/year from a country different from your base country
Open Learning & Development Budget
ct Academy: Regular internal training sessions
⌚️ Flexibility: Morning person or night owl? We believe in outcome and motivated employees
Mindset & Growth: A diverse, creative workspace with an international culture & learning environment
Are you ready? Come grow with us!
Are you looking for something else? Check out our Career Page and our Website for more information.
We are all different and that is what makes us stronger! We hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes our company better.
commercetools celebrates being a diverse environment and is proud to be an equal opportunities employer . If your professional profile aligns with our specific hiring requirements and company culture, then we encourage you to apply. We will assess your competencies, future potential, approach to learning and self-development and passion, and not your age, color, national origin, religion, gender, gender identity or expression, sexual orientation, familial status, genetics, or disability.