.As Salsify's Customer Support team grows, we are looking for hard-working, customer-focused support professionals to join our team. As the first line of contact with our customers, you play a crucial role in ensuring their success using Salsify. You are our customer's voice within Salsify as we strive to continually improve our product, service, and role as trusted advisors within the e-commerce industry. As an Associate Channel 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. You will gain e-commerce industry knowledge while helping our customers win the digital shelf. 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: Provide excellent customer support experience by combining understanding, thoughtful insights, and concise responses Triage, research, and prioritize incoming issues using Salesforce Service Cloud and Jira Troubleshoot technical issues and escalate to senior team members as needed Develop technical solutions to help our customers win the digital shelf Perform a thorough quality assurance process to ensure the completeness of solutions Represent the support team while working multi-functionally with other groups Document processes and procedures and assist in training new team members You'll enjoy this role if you have: 1+ years of experience in customer-facing, problem-solving technical support positions A working knowledge of programming languages and technologies like Ruby/Python, Regular Expressions, Git/GitHub, CLI/Shell, VS Code, etc. Deep technical, analytical, and problem-solving skills Organized, detail-oriented, and diligent An appetite for knowledge and a desire to guide others - we care more about your ability to learn than pre-existing knowledge A history of dedication and being known among your peers as the go-to person for help Motivated to be a self-starter and individual performer, contributing to overall team efficiency and collaboration Willingness to raise opportunities for process improvements and be part of the solution Experience with standard support tools like Salesforce, Jira (or similar) Fluency in English Bonus points: Ability to clearly and thoughtfully explain new technical concepts to a wide variety of personas Advanced Excel skills - comfortable transforming data, manipulating various data types, and analyzing data sets Knowledge of the challenges brands and retailers face in the e-commerce industry today Salsify's mission is to empower brand manufacturers to win on the digital shelf
