About SearchSpring

At SearchSpring, our technology helps over 600 retailers across 10+ retail verticals create engaging shopping experiences for their customers. Our search engine and merchandising tools helps make our customers’ website and merchandising teams more effective, deliver a contextually relevant shopping experience across all devices, and empowers ecommerce teams with actionable insights.

Your Role

Support Engineers implement creative solutions to the problems our customers face. The work is highly dynamic and can range from debugging an issue with our integrations, adding a new feature to a customer’s website using our API, or digging into our search engine to determine the best way to optimize search results for our customers. The environment is fast paced and highly collaborative. As a small team, you will have the opportunity to work cross departmentally and interface with teammates in many different roles. You will have a team of experienced engineers to rely on for help while also exercising the ability to solve problems autonomously.

More About You

You love getting to the bottom of things and finding the root cause- band aid solutions won’t do. You have tremendous investigative abilities that help you find solutions. You have a great technical aptitude, but are also eager to obtain new knowledge to grow your skill set. You have solid interpersonal skills that will help put customers at ease knowing they are in great hands. You are detail oriented and dependable-- a bad day for you is to let someone down, whether a it be a customer or teammate. Above all, you have a positive, “can do” attitude with a passion to help others.

Requirements

• You must know HTML

• CSS

• JavaScript

• A desire to learn and grow as a frontend engineer

• Excellent communication skills

• Ability to work in a fast-paced, collaborative team environment

Bonus Skills

• AngularJS

• Ability to debug cross-browser frontend issues

• eCommerce Experience - Magento, Shopify, BigCommerce, etc

• Experience in a customer-facing role

• Previous customer service experience

Responsibilities

• Help our customers solve frontend and data sync integration issues

• Communicate with customers via phone, email and video when required

• Facilitate communications between customers and internal team members when resolving customer issues

• Collaborate with our integrations team and Customer Success team to ensure we’re giving the best 360 care for all customers.

• Identify/troubleshoot customer issues and guide customer through solution

• Deliver outstanding customer service in a helpful, friendly and timely fashion

• Must be willing to participate in a regular rotation of being on-call for triage and support