Customer Support Engineer

Sydney - Australia

Monthly Salary: Not Disclosed

Posted on: 15 days ago

Vacancies: 1 Vacancy

Job Summary

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 worlds largest brands including Mars LOreal Coca-Cola Bosch and GSK as well as retailers and distributors such as 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

About the Role

Were looking for a highly motivated and technically adept Customer Support Engineer to join our growing this role youll be the primary point of contact for our most complex technical support issues primarily focusing on L2 for our core product SKUlibrary. Youll work closely with clients to resolve critical issues enhance their experience and contribute to the continuous improvement of our support processes.

Beyond core support youll play a crucial role in our internal technical initiatives assisting your team with developing Python scripts automating processes and driving process improvements.

Key Responsibilities

Technical Support & Troubleshooting

Provide advanced L2 technical support for SKUlibrary diagnosing and resolving complex issues related to:

SKUlibrary core functionalities.
PXM to SKUlibrary syndication issues.
SKUlibrary to SupplierXM syndication issues.
Advanced external syndication issues.

Conduct in-depth investigation and analysis of reported issues utilizing logs system diagnostics and other available tools.
Effectively leverage tools such as our Back Office Management Tool and Hybris for troubleshooting and configuration.
Utilize advanced Excel functionalities for data manipulation analysis and reporting in support of troubleshooting and process improvement.
Collaborate with engineering and product teams to escalate and resolve bugs or underlying system issues.
Develop and maintain comprehensive documentation for common issues troubleshooting steps and resolution procedures.

Client Engagement & Leadership

Assist and lead technical discussions and meetings with clients to understand their needs provide timely updates and drive quick resolutions.
Act as a trusted technical advisor to clients offering best practices and solutions to optimize their use of our platforms.
Maintain a strong customer-first approach ensuring clear communication empathy and a commitment to client satisfaction.

Technical & Process Improvement

Collaborate with team on custom technical requirements including the development and maintenance of Python scripts.
Identify opportunities for automation of processes within the support workflow to enhance efficiency and reduce manual effort.
Proactively suggest and implement process improvements to optimize our support operations and improve the overall customer experience.
Assist in the development of tools and utilities to aid in troubleshooting and support.

Required Skills & Experience

Minimum 2yrs relevant industry experience or proven experience in a technical support role ideally with a focus on L2 support for SaaS products.
Strong technical background with a solid understanding of APIs data feeds and integration methodologies.
Some experience in Python (or equivalent) scripting for automation and data manipulation.
Experience with relational databases and ability to write basic SQL queries.
Demonstrable experience working with complex data in Excel.
Excellent problem-solving skills with a methodical and analytical approach.
Demonstrated ability to lead client meetings communicate complex technical information clearly and manage client expectations effectively.
Exceptional written and verbal communication skills.
Ability to work independently and as part of a team in a fast-paced dynamic environment.
Client-focused mindset with a passion for delivering exceptional customer service.

What we can offer you

An exciting and growing tech company with some of Australias and the globes largest retailers distributors and brands as clients
An excellent culture where staff are valued and heard
A highly capable skilled and motivated team that has a focus on driving great outcomes for our customers supporting each other and working together
Celebration of achievements support for personal development and encouragement of idea sharing
In office role on the Northern Beaches (Manly Vale) with Tuesdays and Fridays WFH
Close to public transport and shops with plenty of available parking

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 persons 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 will be reaching out about next steps if we would like to move forward.

Salsifys 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 Salsifys 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 ourCandidate 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 .

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 @. 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 websites 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 being aware of these protocols you can help us ensure a safe and secure application experience.