What are the responsibilities and job description for the Lead Support Engineer position at Searchspring?
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.
Who You Are
We are seeking a candidate who embodies 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.
As a true team player, you bring high levels of emotional intelligence to the table, fostering collaborative and productive relationships with both colleagues and clients. Your openness to different perspectives and your commitment to collective success make you an invaluable asset to any project.
What You’ll Do
- Research, diagnose, troubleshoot and identify solutions to resolve customer issues
- Respond to customer inquiries and assist in troubleshooting and resolving challenges
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- 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
What We’re Looking For
- 5 - 10 years of proven experience in a heavy customer focus position involving and technical knowledge of a companies' products and services
- Must possess knowledge of JavaScript, HTML, CSS, REST API, JSON
- In-depth knowledge in the product that the technician is supporting.
- 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
- Other skills nice to have are React, Angular JS, eCommerce platform (Shopify, BigCommerce etc.)
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
- $1000 Continuing education stipend
- $500 Charitable donation matching
- Flexible work environment. Work from one of our offices, hybrid, or remote.
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.