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Salary: EUR 28,900 - 34,000 / annual
Salsify is a market-leading digital shelf commerce platform serving major brands (Mars, L'Oreal, Coca-Cola, Bosch, GSK) and retailers (Carrefour, E.Leclerc, Metro) across 80+ countries. As a Customer Support Engineer, you'll be the first technical point of contact for customers, providing bilingual (English/French) support via email, ticketing, phone, and live chat. You'll develop deep expertise in the Salsify platform and SupplierXM product while managing customer success, escalations, and churn risk.
Key responsibilities include delivering high-quality technical support while meeting monthly KPIs, accurately triaging cases for escalation, handling customer feedback and frustrations professionally, and proactively contributing to knowledge documentation and process improvements. You'll familiarize yourself with new products as they launch, participate in beta testing, and may mentor team members. The role requires strong technical fundamentals—comfort with HTML, APIs, log files, networking, and system architecture—combined with a customer-first mindset and ability to explain complex concepts to diverse personas.
You'll thrive in this role if you have 2+ years of customer support experience in fast-paced environments, fluency in both English and French (spoken and written), a track record of high performance, and experience with support tools like Salesforce or Jira. Knowledge of e-commerce challenges, GS1 standards, and retail/brand operations is a plus. Salsify values equity, diversity, and inclusion, with headquarters in Boston and hubs in Lisbon and Sydney. The company offers competitive market-rate compensation, performance-based pay, stock options, and comprehensive benefits including health coverage and PTO.
