: Customer Support Consultant
101 Federal Street, Suite 2600
Boston, MA 02110

Employee Testimonials

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Salsify pioneered the first Product Experience Management (PXM) platform to help brand manufacturers win more sales, and grow market share online. We work with a growing roster of hundreds of leading brands across the globe including Coca-Cola, Bosch, GSK, Rawlings, and Fruit of the Loom. Weve come a long way since starting in a Boston basement in late 2012, and now have great, happy customers across the entire supply chain, from brands to distributors to retailers to marketplaces.

As Salsifys Customer Support team grows, we are looking for talented, highly-technical, customer-oriented support engineers to join our team.

As the first line of contact with our customers, you play a key role in ensuring their success using Salsify. You are our customers voice within Salsify as we strive to continually improve our product, our service, and our role as trusted advisors within the e-commerce industry.

As a Technical Customer Support Consultant at Salsify, you will develop and maintain a deep understanding of the Salsify platform and our customers' specific needs while working alongside a team of dedicated and hardworking technical support professionals across the globe. You will gain e-commerce industry knowledge while helping our customers win the digital shelf. We dont expect you to know everything - we want you to ask questions and learn new things while helping us deliver on our Product  Experience Management (PXM) vision.

How You'll Make An Impact:

  • Provide exceptional customer support experience through multiple communication channels (email, phone, chat)
  • Develop an expert understanding of our platform and how each customer is unique in the way they use Salsify and operate, and learn how to efficiently apply that knowledge to provide them the support they need and anticipate future questions
  • Triage, research, and understand the causes, impact, and priority of incoming issues using Salesforce and Jira
  • Troubleshoot, investigate, and create detailed bug reports; partner with engineering to get high impact issues resolved
  • Represent the support team while working cross-functionally with other departments; providing insights and advocating for our customers and team
  • Contribute to continuous learning by leading training, improving documentation, and sharing your knowledge with others 
  • Participate in an on-call rotation

You'll Enjoy This Role If:

  • You have 2+ years of customer-facing experience providing technical support for a complex SaaS application
  • You are a highly-technical problem-solver with a customer-first mindset and are comfortable with HTML, APIs, log files and solving challenging issues
  • You are a high-performer that thrives in ambiguous scenarios where documentation and explanations may not exist
  • You understand that customers speak with varying levels of technical competence and adjust your message accordingly
  • You have an open-mindset, thirst for knowledge and a desire to teach others
  • You are organized and detail-oriented
  • You are a motivated self-starter and enjoy contributing to overall team productivity and collaboration
  • You raise opportunities for process improvements and show a willingness to be part of the solution
  • You care about customers and your colleagues and want to be part of their success

Bonus points:

  • Excel formula experience a plus - youre comfortable transforming data and manipulating various data types
  • Intimate knowledge of the challenges brands and retailers face in the e-commerce industry today

 

Salsifys mission is to empower brand manufacturers to win on the digital shelf. 

Helping brand manufacturers to win online is what we do. Our culture is who we are. We are empowered. We are positive thinkers. We take action. We care deeply. These values have driven Salsifys growth and earned the company numerous top workplace awards.

We are headquartered in Boston and have hubs in Lisbon (Portugal), Chicago and remote offices around the globe. If you are excited to work in a fast-paced environment with a team that values agility, curiosity and passion, we want to hear from you!

Salsify loves a good success story and it would be our privilege to help write yours! We recognize that talent and potential come in all forms and that years of experience does not guarantee on the job effectiveness or leadership potential. Our hiring process involves recognizing a persons achievements, subject matter expertise, and passion, not just check marks next to a job description. If you have an interest in our roles please do not hesitate to apply - we would be happy to speak with you!

Salsify is committed to being an equal opportunity employer. We believe that diverse perspectives yield strong and happy teams. Our employees and customers win when we have a variety of opinions and experiences. If you have a disability, require a religious accommodation or if there is anything we can do to make you more comfortable during our recruitment process, please let us know at [email protected]

No agency submittals will be considered.

#LI-AC1

 

Full-time

Employee Testimonials

Rovaira Dasig
Product Management

Let's be honest. A lot of tech companies will jostle to be the most "this" or "that," when in reality, they appear to be quite similar. At Salsify, I get to be me - no pretense, no excuses, no hiding - and that's what I love most about working here. One of Salsify's core values is to be a company where everyone is empowered to build the company at which they want to work. And despite being here for only 6 weeks, I'm already making an impact on the work we do, the company we're building and the future we're hustling toward. They have literally built a development program for the new team that I joined, which will fast track my technical and professional skill set in ways that just doesn't really exist at most other startups. This level of investment and commitment Salsify has for its team is what draws people to our company.

 

Dave Simel
Product Manager

I'm the kind of person that puts personal growth at the top of the list when it comes to finding a company to work for. From the moment I started at Salsify, I can honestly say that the leadership has had my best interest in mind. I have been to industry conferences, developed more technical skills, participated in department trainings and have been promoted since I started a little over 1 year ago. The culture is fun and positive and I legitimately love coming into work everyday to work with friends and for great leaders. 

Joana Laranjeira
Customer Support Engineer

What can I say about Salsify other than... Thank you! These past months have been an amazing journey of professional and personal growth. This is a place where they celebrate you as a colleague, where working as a team really means working as a team!
Salsify's company culture is incredible and management actually cares about employees as human beings. You can literally walk up to anyone, even the founders, and have a conversation about anything. So glad I joined!

Stephannie Vargas
Project Manager

Why Salsify? What makes it different from other companies? 3 things. The culture, the people, and the new challenges. These are the three key factors that keep me excited and make me want to come in the office everyday. Being a part of Salsify for almost two years, I have had the honor of seeing Salsify grow from a small start-up to a larger employee community. My day to day consists of exposure to unique and challenging projects that I tackle with the help from peers, with such a wide range of experiences and backgrounds. As a recent grad, I never imagined my first job would incorporate such a rich culture that would not only give me the ability to do impactful work, but would allow me to do so at an early stage in my career. Sharing my passion for this company is an easy task, it almost seems silly to have to explain the logic for what I consider a perfect match and the best decision I ever made.

Nathan Oldakowski
Associate Solutions Engineer

I love the people at Salsify! Everyone is so approachable and fun, they've made it very easy for me to grow personally and professionally. I feel like I always know what's happening within the company because everything is so transparent and open; it's a great organization to be a part of.

Marta Carvalho Salsify
Marta Carvalho
People Operations Specialist

I'm having the time of my life at Salsify! I’m doing what I love in a company that has everything you can ask for your personal and professional growth; an amazing culture with great vision, values and a unique team that feels much more like a family.  We really care about our people and you can feel a genuine concern for the well-being of our team. We are demanding and we always look for the best solution to our products and customers.

Meredith Broderick
Meredith Broderick
Senior Consultant

I love working at Salsify for two reasons: It's rare to find a company so at the forefront of digital thought leadership and an employee culture that fosters confidence, trust, and high performance from peers and managers!