Product Expert
Support Engineer
Posted on 3/31/2023
INACTIVE
Locations
Remote in USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
JIRA
Postgres
Salesforce
SQL
Communications
Requirements
  • 5+ years experience in similar advanced technical support positions, using analytical thinking to effectively troubleshoot complex problems
  • A comfort with multi tenant SaaS architecture, including technologies such as Postgres and Elasticsearch
  • Deep inquisitiveness, a willingness to be a beginner, and a desire to help develop others
  • Experience with most or all of the following: Excel, Excel formulas, regex, CRON, SQL, JSON, file formats
  • Motivation to be a self-starter and strong performer, with an excitement for problem solving and a collaborative team environment
  • Experience with common support tools like Salesforce and Jira
  • The ability to embrace outside the box thinking when documented processes don't apply to a particular problem
  • Excellent oral and written communication and interpersonal skills like empathy, conflict resolution, and active listening
Responsibilities
  • T4/R&D level case handling and bug identification
  • Create exceptional customer support experiences by combining clear and compassionate communication, alongside effective troubleshooting and root cause analysis
  • Actively participate in incident handling and other R&D processes, including a 24x7 on-call rotation
  • Collaborate with Support members across levels in order to more efficiently resolve customer issues
  • Develop an understanding of how each customer is unique in the way they use Salsify and learn how to efficiently apply that knowledge to provide them the support they need
  • Identify product weaknesses in terms of serviceability, supportability and robustness and provide suggestions and feedback to Product and Engineering teams
  • Recommend or write documentation based on resolution to new issues
Salsify
Product experience management platform
Company Overview
Salsify empowers brands by providing tools to track and analyze inventories, presentation, and sales of goods on digital shelves.