B2B IT Support Engineer — Hybrid (NAM)

Salomon; New York (NY); Hybrid; USD 70,000 - 100,000; Full time

Benefits offered by this job

Hybrid work schedule

Generous PTO policy

15 paid annual holidays and 3 floating

Half-day Fridays for 5 months

Employee discount on Salomon products

Healthy Lifestyle Benefit

Community & industry partner programs

Job summary

Salomon in New York, NY, is seeking an adaptable IT B2B Support professional to serve as the on-the-ground contact for Elastic, Salomon's B2B platform, supporting NAM Sales Operations and Customer Service. Based in New York, you will coordinate with Annecy, France, to ensure real-time responsiveness for North American users.

You will handle incidents via ServiceNow, document solutions, contribute to the Support Console, and champion AI tools to improve efficiency while maintaining high-quality

Qualifications

• 3-5 years of experience as a developer or in a technical/functional support role
• Genuine interest in how the business and product work, not just the code
• Experience with Node.js, AWS (Lambda, Serverless) and Next.js
• Solid grasp of microservices architecture, event-driven design and agile/DevOps ways of working
• Comfort working with data integrations across CRM, PIM/DAM and ERP (SAP) systems
• Strong debugging and troubleshooting skills
• Genuine interest in using AI tools day-to-day, without needing to be an AI expert
• Strong autonomy and sense of priorities, and comfort working with a manager based remotely in France
• Strong written and verbal communication skills; fluent English required, French is a plus

Responsibilities

• Respond to requests and incidents reported by NAM Sales Operations and Customer Service teams via ServiceNow
• Identify, analyze, and resolve technical and functional issues related to Elastic and the surrounding microservices and console ecosystem
• Escalate complex issues to the Annecy-based teams when necessary
• Ensure resolution time and response quality commitments are met
• Contribute to the analysis of performance indicators and propose corrective actions
• Create, update, and maintain a knowledge base for the support team and users
• Work autonomously with asynchronous alignment with Annecy-based teams
• Make recommendations to optimize support processes and tools
• Contribute to minor developments, bug fixes, or configuration changes within the microservices stack or internal consoles
• Actively use and champion AI tools to improve support efficiency
• Be curious and own the platform and its users

Job description

Salomon in New York, NY, is seeking an adaptable IT B2B Support professional to serve as the on-the-ground contact for Elastic, Salomon's B2B platform, supporting NAM Sales Operations and Customer Service. Based in New York, you will coordinate with Annecy, France, to ensure real-time responsiveness for North American users.

You will handle incidents via ServiceNow, document solutions, contribute to the Support Console, and champion AI tools to improve efficiency while maintaining high-quality