IT Technical Expert, B2B NAM

SmartRecruiters, Inc.; New York (NY); On-site; USD 90,000 - 110,000; Full time

Benefits offered by this job

Generous PTO

15 paid holidays

Floating holidays

Employee discount

Healthy lifestyle

Job summary

Salomon, known for its outdoor gear, seeks an IT B2B Support specialist based in New York to support Elastic, Salomon's B2B platform.

You will collaborate with NAM Sales Operations and Customer Service, resolving technical and functional issues from a remote Annecy team, with time-zone coordination for real-time responsiveness.

Qualifications

• 3-5 years of experience as a developer or in a technical/functional support role.
• Strong interest in how business and product work, not just code.
• Experience with Node.js, AWS (Lambda, Serverless) and Next.js.

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 related microservices.
• Escalate complex issues to Annecy-based teams with proper handover across time zones.
• Create, update, and maintain a knowledge base for the support team and users.
• Contribute to minor developments, bug fixes, or configuration changes within the microservices stack under guidance.
• Use AI tools to improve support efficiency and propose process improvements.

Skills

Node.js

AWS (Lambda, Serverless)

Next.js

Microservices

Data integrations

Debugging & troubleshooting

AI tools usage

Fluent English

Tools

ServiceNow

Serverless

Git

Job description

• Compensation: USD 90,000 - USD 110,000 - yearly

Company 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:

A generous PTO policy, plus 15 paid annual holidays and3floating holidays

Half-day Fridays for5months 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.


• 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.


• 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

• Location: New York, NY


• Reports to: IT B2B Support Team Leader, based in Annecy, France


• Occasional business travel to Annecy, France and Ogden, UT