Staff 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:
The Staff Support Engineer acts as a crucial bridge between the Support and Platform teams, focusing on improving the Support team's troubleshooting skills and knowledge. This role involves both hands-on support and proactive knowledge sharing, ensuring efficient communication and resolution of complex issues within a fast-paced SaaS environment. The Staff Support Engineer dedicates a portion of their time to direct support duties as a Support Engineer, while the remaining time is dedicated to improving team troubleshooting capabilities and collaboration with the Platform team. A key aspect of this role is interacting with high-profile customers, requiring excellent communication and diplomacy.

This role offers a hybrid work environment with three days a week in our local Boston office.

Your Mission:

• Serving as the primary point of contact, facilitating clear communication and collaboration between the two teams
• Elevating the Support team's troubleshooting expertise through training sessions, documentation improvements, and direct mentorship
• Providing expert-level troubleshooting support for highly complex issues escalated by Support Engineers, including those from high-profile customers
• Representing the Support team in formal RCA processes, contributing to the identification of underlying causes and preventative measures
• Refining and triaging support tickets assigned to Platform Teams, ensuring clarity, completeness, and efficient processing. Monitors the progress of these tickets and escalates as needed
• Acting as the Support team's representative concerning logs and metrics, ensuring effective utilization in problem analysis
• Developing and maintaining internal knowledge articles documenting troubleshooting processes and best practices
• Contributing to the improvement of problem analysis tools and their documentation
• Assigning troubleshooting tasks to Support Engineers, fostering a team-based approach to learning and development
• Providing regular training and practice sessions to enhance their troubleshooting skills
• Performing the regular duties of a Support Engineer, including handling incoming tickets and providing technical assistance, often for high-profile customers 
  

What you need to succeed:

• Strong technical troubleshooting abilities, specifically within a SaaS environment
• Excellent communication and interpersonal skills, with experience communicating with high-profile customers
• Proven ability to develop and deliver training
• Solid understanding of support ticket management processes
• Experience with root cause analysis methodologies
• Strong documentation and knowledge management skills
• Familiarity with log analysis and metric interpretation
• Ability to work independently and as part of a team
• Ability to remain calm and professional under pressure, especially when dealing with demanding customers

Nice to have:

• Any ecommerce experience would be advantageous
• Exposure to using GraphQL would also be beneficial, but isn't essential

We care about your growth and well-being

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

☀️ Workation: Work up to 60 days per year in a country different from your home country, with up to 20 working days per trip

💻 Learning & Development Budget

📚 Academy: Regular training sessions, access to Coursera and Babbel training courses

🙌 Our Benefits: Check them out by office here

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

🚀 Mindset & Growth: A diverse workplace with an open, international culture, and 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, and volunteering

💰 Prepare For Your Future: 401k with company match

👐 Get Involved: Opportunities to join our Employee Resource Groups, fitness challenges, artistic channels, and more!

Come grow with us!

We are all different and that is what makes us stronger! We hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes our company 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.