- Prioritize issue prevention by understanding issue patterns (working closely with development on resolution) and help drive incident post-mortem activities
- Ticket deflection by writing documentation and guides and improving procedures
- Provide service quality by working closely with Team Leads and Managers to maintain/improve ticket quality, processes, and procedures
- Collaborate with development and problem analysts to ensure product knowledge is spread across the support organization
- Contribute to complementary projects (e.g. Dashboard integration)
- Provide technical leadership including:
- Onboarding and mentoring Support Engineers
- Point of Contact within the Support Team for at least one area of the product
- Drive product enhancements
- Excellent English language skills, both written and verbal
- Experience in providing technical training and mentorship to colleagues
- 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
- Previous e-commerce support experience
- Previous experience in SaaS enterprise B2B
- Enjoy a flexible, hybrid working environment
- Newly updated modern office at the American Tobacco Campus in the heart of Downtown Durham
- Do you have a dog? We're a dog friendly office
- Kombucha on tap, coffee, tea, snacks, and catered lunches
- Semi-monthly team events
- Need a break? We have foosball, darts, ping pong, and a golf putting simulator
- Combination of individual work spaces and cozy meeting rooms
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Senior Support Engineer - Durham, United States - commercetools
Description
Our Values:
Drive Results: We power evolutions in commerce by driving measurable results for our people and for the world's leading companies. We challenge the status quo through our culture of innovation. Think big, work hard, and execute on transforming the future of commerce - that's who we are.
Cultivate Belonging: We foster positive relationships and elevate teamwork by owning both our personal impact and the impact we leave on the communities we operate in. commercetoolers share a commitment to curiosity, understanding diverse experiences, and making positive impacts through inclusion. By investing in learning, development, and growth opportunities, we empower all commercetoolers to take the lead in their professional growth.
Champion Customers: Through incremental innovation and thoughtful collaboration, we power our customers' ability to then translate those into revenue-generating opportunities. Ambitious by nature, commercetoolers create continuous value and go the extra mile for our customers to unlock their full potential. We prioritize the customer experience in our development, proactively addressing any challenges that arise with unwavering resilience.
Adapt Boldly: We are curious, inventive, and change drivers. commercetoolers own up to our mistakes, learn from failures, and, in doing so, build trust. We are committed to being bold decision-makers and transforming the future of commerce.
The Opportunity:
Our Frontend Support Engineers are the key points of contact for our customers as they build innovative commerce applications in modern technologies.
As our Senior 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. In addition to supporting our customers, you will provide technical leadership and mentorship to team members.
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:
What you need to succeed:
Nice to have:
Tech at commercetools:
We Are Open Source And Innovative By Design
We make rapid progress by being early adopters of React, Scala, and GraphQL
We share & contribute to the open source community:
We
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: Up to 60 days/year from a country different from your base country
Open Learning & Development Budget
ct Academy: Regular internal training sessions
Our Benefits: Check them out here
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
For US-based roles
Well-Being: 100% employer-covered medical, dental, and vision insurance for employees and dependents
Work-Life Balance: Generous time off for personal time, vacation, parental leave, holidays, well-being, bereavement and volunteering
Prepare For Your Future: 401k with company match
Get Involved: Opportunities to join our Happiness Committee, Engage the Change DEI organization, Culture Committee, fitness challenges, artistic channels, and more
Our differences make us stronger
FOR DURHAM-BASED ROLES
We believe that our diversity makes us a stronger team. We hire great people from a wide variety of backgrounds - not just because it's the right thing to do, but because it makes us better.
At commercetools, we are proud to be an equal opportunity workplace. We are committed to fair hiring practices regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.
Are you ready? Come grow with us
Are you looking for something else? Check out our Career Page and our Website for more information.
US Pay Range
$115,000—$125,000 USD
