Customer Support Engineer

Salsify; Portugal; Presencial; EUR 28 900 - 34 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Stock options

Total Rewards

Health benefits

PTO

Resumo da oferta

Salsify in Portugal is seeking a Customer Support Engineer to help customers succeed with the Salsify platform. You will collaborate with a global team, triaging complex data workflows, reproducing issues, and delivering timely, accurate solutions that keep customers productive.

You will mentor teammates, participate in ongoing training, and communicate clearly with diverse audiences. A solid background in technical support and familiarity with HTML, APIs, logs, and networking are highly valued.

Qualificações

• 4+ years in technical support in fast-paced environments.
• 2+ years diagnosing and resolving intermediate technical issues.
• Higher technical degree preferred.
• Proven ability to explain complex concepts clearly.
• Experience with Salesforce/Jira is advantageous.

Responsabilidades

• Provide high-quality omni-channel support while meeting monthly KPIs.
• Triage, reproduce, and map data workflows and business logic.
• Assess escalation needs and liaise with teams for solutions.
• Address customer feedback and handle escalations promptly.
• Participate in knowledge development, trainings, and bootcamps.
• Mentor teammates and support onboarding for new hires.
• Collaborate cross-functionally to advocate for customers.
• Contribute to non-case activities like mentoring and beta testing.

Conhecimentos

Technical support

Diagnostics

HTML

APIs

Logs & networking

System architecture

Salesforce

Jira

Formação académica

Technical degree

Ferramentas

Salesforce

Jira

APIs

Descrição da oferta de emprego

About the Opportunity

As Salsify’s Customer Support team grows, we are looking for talented, customer‑oriented support professionals to join our team. As a key line of contact with our customers, Support Engineers play a vital role in ensuring their success using 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. 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

• Maintain high‑quality technical omni‑channel support while consistently delivering on monthly KPIs and a top‑quality support experience.
• Triage, reproduce, and map complex data workflows and business logic within the core platform to pinpoint where processes might be breaking down.
• Accurately assess the need to escalate cases to the next level of support, leadership, and internal teams (e.g., flagging churn risk).
• Confidently handle customer feedback, frustrations, and case escalations, liaising with colleagues or managers to find the best solutions.
• Engage in ongoing knowledge development activities, such as feature release training, Salsify certifications, and topic‑based bootcamps; propose and organize office hours and knowledge meetings.
• Provide mentorship, training, and ongoing support to other team members; assist with interviewing and onboarding activities for new hires.
• Represent the support team while working cross‑functionally with other departments, providing insights and advocating for our customers and team.
• Active role in non‑case handling activities, such as team mentoring, product beta testing, and knowledge documentation.

You’ll enjoy this role if you have

• 4 or more years of technical support experience in a fast‑paced environment.
• 2+ years of experience diagnosing, researching, managing, and resolving intermediate technical support issues and escalations.
• Higher degree in a technical field is strongly preferred.
• A history of high performance and being known among peers as the go‑to person for help.
• A strong logical mindset and enjoyment of deconstructing how systems connect, especially data moving through multi‑step workflows, automation pipelines, and condition‑based logic.
• Ability to clearly and thoughtfully explain new technical concepts to a variety of personas.
• A thirst for knowledge, an active approach to professional development, and a desire to teach others.
• Technical proficiency with a customer‑first mindset and comfort with HTML, APIs, log files, networking, system architecture, and solving ambiguous issues.
• Organized, detail‑oriented, and motivated to be a self‑starter.
• Experience with common support tools like Salesforce, Jira (or similar), and participation in a distributed 24×7 on‑call routine.

Bonus points

• Knowledge of the challenges brands and retailers face in the e‑commerce industry today.
• Excel formula experience – comfortable transforming data and manipulating various data types.

Compensation Range

€28,900 – €34,000 EUR per year.

In addition to base salary, some eligible roles may also have a commission plan or a bonus incentive. All Salsify employees receive equity in the form of stock options. All full‑time employees are invited to participate in our Total Rewards plan, which includes health & medical benefits, PTO, and more.

Contact

If you are interested, please email [e-mail].

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. We provide reasonable accommodation to individuals with disabilities.

Accommodations

If you need accommodations for the application or interview process, please contact [e-mail].