Senior Support Engineer

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

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

We share & contribute to the open source community:

️ We <3 Automation and Machine Learning

We care about your Growth and Well-being

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

️ Workation: Up to 60 days/year from a country different from your base country

Open Learning & Development Budget

ct Academy: Regular internal training sessions

Our Benefits: Check them out here

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

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

Prepare For Your Future: 401k with company match

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

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!

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

US Pay Range

$115,000—$125,000 USD