Senior Support Engineer

| Durham, NC, USA | Hybrid
Employer Provided Salary: 115,000-125,000 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.
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Our Guiding Stars are the values at the heart of our organization that drive everything we do. We are committed to creating meaningful change not only in our industry but also in the communities we engage with. If our Guiding Stars resonate with you, we encourage you to consider joining our team.

  • Drive Results: We think big, work smart, and execute fast to transform the future of commerce
  • Cultivate Belonging: We welcome diverse backgrounds and experiences, driving positive change through inclusion and teamwork
  • Champion Customers: We go the extra mile for our customers to help them unlock their full potential
  • Adapt Boldly: We’re curious and innovative, we take risks and grow from our failures



The Opportunity:

Our Frontend Support Engineers are the key points of contact for our customers as they build innovative commerce applications in modern technologies.

As our Senior Support Engineer, you will help our customers’ developers and specialists in all aspects of their journey: from setting up a working store to scaling and optimizing their mission-critical e-commerce apps, IoT offerings, and web stores. In addition to supporting our customers, you will provide technical leadership and mentorship to team members.

You will work closely with many internal teams, including platform development and customer success, to make sure our customers’ needs are considered and they feel confident implementing their business on the foundation of the commercetools’ SaaS platform.

 

Your Mission:

  • Prioritize issue prevention by understanding issue patterns (working closely with development on resolution) and help drive incident post-mortem activities
  • Ticket deflection by writing documentation and guides and improving procedures
  • Provide service quality by working closely with Team Leads and Managers to maintain/improve ticket quality, processes, and procedures
  • Collaborate with development and problem analysts to ensure product knowledge is spread across the support organization
  • Contribute to complementary projects (e.g. Dashboard integration)
  • Provide technical leadership including:
    • Onboarding and mentoring Support Engineers
    • Point of Contact within the Support Team for at least one area of the product
    • Drive product enhancements

What you need to succeed:

    • Excellent English language skills, both written and verbal
    • Experience in providing technical training and mentorship to colleagues
    • Previous experience in professional technical support for complex software system vendors
    • Experience working with ReactJS and proficiency in editing JSON documents
    • Ability to explain technical and functional concepts in writing
    • Experience with log analysis, metrics systems, and dashboard creation
    • Ability to evaluate a critical situation in a high-pressure environment and communicate clearly and concisely to both internal commercetools teams and customers
    • Willingness to be part of the Incident Communicators team and handle critical tickets 
    • Experience developing queries and analysis of trends (ideally from logs)
    • Enjoy communicating with people using verbal and written methods (video calls)
    • Willingness to make mistakes to learn and share your learnings

Nice to have:

  • Previous e-commerce support experience
  • Previous experience in SaaS enterprise B2B


Tech at commercetools:

We Are Open Source And Innovative By Design

πŸš€ We make rapid progress by being early adopters of React, Scala, and GraphQL

πŸ“‹ We share & contribute to the open source community: https://github.com/sangria-graphql

βš™οΈ We 3 Automation and Machine Learning


We care about your Growth and Well-being

πŸ’° Competitive compensation package: Generous compensation structure consisting of salary, competitive stock option package, various benefits and perks

β˜€οΈ Workation: Up to 60 days/year from a country different from your base country  

πŸ’» Open Learning & Development Budget

πŸ“š ct Academy: Regular internal training sessions

πŸ™Œ Our Benefits: Check them out here

⌚️ Flexibility: Morning person or night owl? We believe in outcome and motivated employees

πŸš€ Mindset & Growth: A diverse, creative workspace with an international culture & learning environment


For US-based roles

🩺  Well-Being: 100% employer-covered medical, dental, and vision insurance for employees and dependents

🌴 Work-Life Balance: Generous time off for personal time, vacation, parental leave, holidays, well-being, bereavement and volunteering

πŸ’° Prepare For Your Future: 401k with company match

πŸ‘ Get Involved: Opportunities to join our Happiness Committee, Engage the Change DEI organization, Culture Committee, fitness challenges, artistic channels, and more!

πŸ’ͺ Our differences make us stronger 


FOR DURHAM-BASED ROLES

  • Enjoy a flexible, hybrid working environment
  • Newly updated modern office at the American Tobacco Campus in the heart of Downtown Durham
  • Do you have a dog? We're a dog friendly office
  • Kombucha on tap, coffee, tea, snacks, and catered lunches
  • Semi-monthly team events
  • Need a break? We have foosball, darts, ping pong, and a golf putting simulator
  • Combination of individual work spaces and cozy meeting rooms


We believe that our diversity makes us a stronger team. We hire great people from a wide variety of backgrounds - not just because it’s the right thing to do, but because it makes us better.

At commercetools, we are proud to be an equal opportunity workplace. We are committed to fair hiring practices regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.


Are you ready? Come grow with us!

πŸ” Are you looking for something else? Check out our Career Page and our Website for more information.

US Pay Range

$115,000β€”$125,000 USD

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • ScalaLanguages
    • TypeScriptLanguages
    • GraphQLLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • MongoDBDatabases
    • CanvaDesign
    • IllustratorDesign
    • PhotoshopDesign
    • AsanaManagement
    • ConfluenceManagement
    • Google DriveManagement
    • Google DocsManagement
    • Google SlidesManagement
    • JIRAManagement
    • TrelloManagement
    • SalesforceCRM
    • Google HangoutsCollaboration
    • SlackCollaboration
    • AsanaProject Management

Location

New York, NY

What are commercetools Perks + Benefits

commercetools Benefits Overview

We care about our employess' growth and well-being

β˜€οΈ Remote Work: Up to 60 days/year from a country different from your base country

πŸ’» Open Learning & Development Budget

πŸ“š ct Academy: Regular internal training sessions

⌚️ Flexibility: Morning person or night owl? We believe in outcomes and motivated employees

πŸš€ Mindset & Growth: A diverse, creative workspace with an international culture & learning environment

Culture
Volunteer in local community
Partners with nonprofits
Code the Dream, Habitat for Humanity
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Employee resource groups
Employee-led culture committees
Quarterly engagement surveys
Hybrid work model
In-person all-hands meetings
commercetools hosts monthly all-hands meetings, and when employees are in the office on these days, they're able to all tune in together!
President's club
Flexible work schedule
Morning person or night owl? We believe in outcomes and motivated employees
Remote work program
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Child Care & Parental Leave
Generous parental leave
We implemented a global commercetools Family Leave Plus Benefit which will support parents with additional paid parental leave as a supplement to Statutory Benefits offered by your government.
Family medical leave
Vacation + Time Off
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Bereavement leave benefits
Office Perks
Company-sponsored outings
Free snacks and drinks
Company-sponsored happy hours
Onsite office parking
Pet friendly
Recreational clubs
Fitness stipend
Home-office stipend for remote employees
Professional Development
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Paid industry certifications
Personal development training

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