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Form of workJob Description
Who We Are
Searchspring provides ecommerce retailers with the industry leading software platform for site search, product merchandising, and personalization. With offices in San Antonio, Denver, Colorado Springs, Portland, Toronto, and remote across the globe, Searchspring employees are dedicated to fostering an environment that enables everyone to thrive, both personally and professionally, and feel supported, engaged, and valued, every step of the way.
Backed by a growth equity firm with extensive resources and expertise in helping software and technology companies navigate transformational growth, Searchspring helps our customers, like PuraVida, Fabletics, SKIMS, West Elm, Specialized, and RipCurl increase cart size, conversion, and repeat customers. Join us as we change the way the world shops online and achieve our mission to deliver the ultimate shopper experience.
What You’ll Do
Technical Support Engineers are who Searchspring customers turn to when they need help.
At Searchspring, we have a reputation of providing amazing support to our customers. So we’re looking for individuals with a natural drive and determination, consistently going the extra mile to achieve excellence. Your proactive mindset leads you to continuously seek innovative solutions rather than waiting for challenges to arise.
You’ll work with our customers to understand the questions and problems they are facing, then provide creative and effective solutions. You’ll also think ahead to spot potential problems, even when they haven’t been brought up yet.
You’re not afraid to roll your sleeves and dig in, as some of these questions won’t be easy.
Your day will be a mix of communicating with and helping our customers, working with our team to collaboratively solve problems, and helping other internal teams.
As a true team player, you foster collaborative and productive relationships with both colleagues and customers. Your openness to different perspectives and your commitment to collective success make you an invaluable asset to any project.
How You Will Succeed
- Respond to customer inquiries and assist in troubleshooting and resolving challenges
- Research, diagnose, troubleshoot and identify solutions to resolve customer issues
- Provide prompt and accurate feedback to customers
- Ensure proper recording and closure of all issues
- Document knowledge in the form of knowledge base tech notes and articles
- Follow the SLA for issues with respect to the severity
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
This role does require occasional after-hours on-call availability. This is rotated through our team on a weekly basis, currently once every 10-12 weeks.
What We’re Looking For
- 1-2 years of experience providing direct support to customers
- Must possess some working knowledge of JavaScript, REACT, HTML, CSS, JSON
- Strong problem-solving skills
- Excellent client-facing skills
- Excellent written and verbal communication skills
- Comfortable working in and assisting others through company help desk software, such as Zendesk or other case management software
- Time-management skills and the ability to establish reasonable and attainable deadlines for resolution
Benefits and Company Perks
- Open PTO
- Company-paid health, dental, and vision insurance
- Medical and dependent care flexible spending accounts (FSA)
- Company-paid Short Term and Long Term Disability coverage
- Company-paid Life and AD&D coverage
- Voluntary benefits, including critical illness, accident insurance, legal services, and pet insurance
- 401(k) plan with employer match
- Continuing education stipend
- Charitable donation matching
- Remote work allowed
Salary Range
Base salary ranges from $50K-$60K
Actual compensation is influenced by a wide array of factors including, but not limited to, skills, experience and specific work location.
Searchspring is an equal opportunity employer and proud to foster a workplace free from discrimination and harassment. We strongly believe that diverse backgrounds, experiences, and perspectives are essential in cultivating an inclusive culture and building an innovative, successful organization. All qualified applicants are considered for employment, without regard to age, race, color, religion, sex, national origin, disability, veteran status, sexual orientation, gender identity, or any other protected status. If you require accommodation during the application process, please don't hesitate to contact us.
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