IT Technical Expert, B2B NAM

Salomon

New York (NY)

Hybrid

USD 70,000 - 100,000

Full time

3 days ago

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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

Amer Sports is a sporting goods company with internationally recognized brands including Salomon, Arc’teryx, Peak Performance, Atomic and Wilson.

“The Mountain Sport Company”, Salomon was born in 1947 in the heart of the French Alps and the birthplace of modern alpinism. Salomon’s commitment to innovative design and passion for mountain sports created a vast range of revolutionary new concepts in bindings, boots, skis and apparel for both Alpine and Nordic skiing and brought innovative solutions to footwear, apparel and equipment for snowboarding, adventure racing, mountaineering, hiking, trail running, and many other sports.

Through performance driven design, Salomon delivers innovation and progression to mountain sports; converting new ideas into action and expanding the limits of possibility. Salomon’s heritage, culture, and commitment are tied together by one simple concept: the world’s leading mountain people creating the world’s leading mountain products. Salomon is responsibly committed towards the outdoor through its sustainability program. Diversity is one of Salomon’s five values, therefore we are committed to creating an inclusive environment for all.

Salomon is headquartered in Annecy, France.

Job Description

WHAT MAKES THIS A GREAT PLACE TO WORK & PLAY:

Hybrid work schedule
A generous PTO policy, plus 15 paid annual holidays and 3 floating holidays
Half-day Fridays for 5 months of the year
An exceptional employee discount on all our products and sister brands (Arc’teryx, Armada, Atomic, Wilson)
Healthy Lifestyle Benefit designed to support your well-being and active lifestyle
Opportunities to engage in the community and with industry partners

As our IT B2B Tech Support, you will be the on-the-ground technical and functional point of contact for Elastic, Salomon's B2B platform, supporting our North America Sales Operations and Customer Service teams. Based in New York, you'll close the time-zone gap with our support and engineering team in Annecy, giving NAM business users real-time responsiveness they wouldn't otherwise have.

Your main responsibilities will include:

User Support

Respond to requests and incidents reported by NAM Sales Operations and Customer Service teams via ServiceNow, with respect, clarity, and pedagogy, during their business hours.
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, ensuring proper handover despite the time difference.

KPI Follow‑up & Improvement

Ensure resolution time and response quality commitments are met.
Contribute to the analysis of performance indicators and propose corrective actions.

Knowledge Base Management

Create, update, and maintain a clear, accessible knowledge base for the support team and users.
Document recurring issues and their solutions.

Collaboration & Continuous Improvement

Work autonomously on a day-to-day basis, with regular but asynchronous alignment with the Annecy-based teams given the time-zone gap.
Make recommendations to optimize support processes and tools.
Contribute to minor developments, bug fixes, or configuration changes within the microservices stack or internal consoles, under the guidance of the Annecy team.
Actively use and champion AI tools to improve support efficiency, from diagnosing issues faster to streamlining recurring tasks and continuously improving support processes.
Be curious and think about the platform and its users as if you own it.

Support Console Contribution

In parallel with day-to-day support, the team is building a dedicated "Support Console": an internal diagnostic tool designed to help quickly investigate concrete cases (for example, cross-checking customer and product authorization data to determine why a given product isn't visible to a given customer).
Depending on availability, contribute to the development of this Support Console and/or provide feedback and recommendations for improvements based on real support cases and needs.

Qualifications

You are a strong match for this role if you bring:

3-5 years of experience as a developer or in a technical/functional support role
A genuine functional appetite: real 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
A resourceful, solution-oriented mindset with 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

PHYSICAL DEMANDS & WORKING ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk and hear. The employee is frequently required to sit, stand and walk. The employee must occasionally kneel, stoop, crouch, twist and lift to 50 pounds, with or without accommodations.

Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. This Job also requires driving and possession of a state issued Drivers License.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Additional Information