Customer Support Engineer

Capgemini; Viseu; Presencial; EUR 29 000 - 34 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Equity

Total Rewards

Health benefits

PTO

Resumo da oferta

Salsify is seeking a Customer Support Engineer to join our global team. In this role, you will maintain a deep understanding of the Salsify platform and the data flows customers rely on, while diagnosing and solving complex issues in a fast-paced environment from Portugal.

You will partner with product and engineering to deliver reliable outcomes and ensure customer success. You'll perform triage, reproduce issues, and escalate when necessary, while contributing to knowledge bases, training

Qualificações

• Minimum 4 years in technical customer support or related role.
• Strong problem solving and data workflow understanding.
• Experience with APIs, Salesforce or Jira is preferred.
• Technical communication skills and ability to document solutions.
• Customer-first mindset and ability to work cross-functionally.

Responsabilidades

• Triage and diagnose complex customer issues and reproduce bugs.
• Escalate to leadership or internal teams when needed.
• Collaborate with product and engineering to drive customer success.
• Contribute to knowledge bases and training for teammates.
• Mentor new hires and participate in onboarding activities.

Conhecimentos

Technical support

Customer focus

Troubleshooting

API debugging

Data workflows

Documentation

Formação académica

Bachelor's degree in a technical field

Ferramentas

Salesforce

Jira

APIs

Descrição da oferta de emprego

Descrição do cargo

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.
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• 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.

• 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.

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.