Frontend Support Engineer, commercetools
$105-110k
eCommerce provider
Job no longer available
eCommerce provider
501-1000 employees
Job no longer available
$105-110k
501-1000 employees
Company mission
The leading composable commerce platform that arms you with the essential tools to evolve, build, and scale at your own pace
Role
Who you are
- Excellent English language skills, both written and verbal
- Previous experience in professional technical support for complex software system vendors
- Ability to explain technical and functional concepts in writing
- Previously worked with ReactJS
- Proficient with editing JSON documents
- Experience with log analysis, metrics systems as well as dashboard creation
- Evaluate a critical situation in a high pressure environment and communicate clearly and concisely to both internal commercetools teams and customers
- Willingness to be part of the Incident Communicators team handling critical tickets
- Experienced with developing queries and analysis of trends (ideally from logs)
- Empathy and Reliability
- Enjoy communicating with people using verbal and written methods (video calls)
- Willingness to make mistakes to learn and share your learnings
Desirable
- Previous ecommerce support experience
- Previous experience in SaaS enterprise B2B
What the job involves
- Provide B2B customer support through a ticketing system
- Take responsibility, analyze, troubleshoot, coordinate, and communicate the resolution of technical issues
- Quickly assess customer impact of issues, prioritize, and escalate accordingly
- Formulate responses to tickets, communicate progress and resolution efficiently in collaboration with Developers, Product Owners, Customer Success teams
- Support the Product team in the prioritization of product briefs
- Be active in issue prevention by collaborating on documentation and knowledge bases
Our take
eCommerce software simplifies complex processes and helps companies effectively manage their inventory, calculate taxes and perform other business-related functions. While companies like Shopify have addressed the needs of smaller retailers, commercetools has built its business around catering to enterprises' specific needs and large investment budgets.
The company provides APIs that can be used to build customised payment, check-out, social commerce, marketplace and other services. It powers billions of sales annually for its customers, which have included Audi, AT&T, Danone, Tiffany & Co., and John Lewis.
In 2021, commercetools acquired the frontend platform, Frontastic, to build a broader portfolio of commerce technology services. In 2023, commercetools scaled the availability of its tools in mainland China, marking the first cloud-native commerce solution to ever expand into the country, a significant expansion, seeing as the nation is the largest single eCommerce market worldwide. Though it now faces more competition in the form of Shopify and other growing competitors - as well as the threats of international tariffs, commercetools continues to innovate in the headless commerce space.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Sep 2021
$140m
SERIES C
Oct 2019
$151.8m
LATE VC
Total funding: $309.6m
Company benefits
- 100% covered premiums for medical, dental, and vision insurance for you, dependents, and spouse/partner
- Generous time off package including PTO, parental leave, company holidays, sick time, and volunteer time off
- Monthly health membership and phone stipend
- Compensation benefits including 401K company match and an annual professional development stipend
- Flexible, family-friendly working hours - we are a remote first company
Company HQ
Schwabing-West, Munich, Germany
Leadership
Dirk Hoerig
(Founder, Board Member & CIO)Previously co-founded and served as Managing Director for Xoanon. Sits in the Board of Directors as Executive Chairman for commercetools, Inc.
Denis Werner
(Managing Director)Previously acted as a Working Student for Management Consulting Group and as a Diploma Student for Oracle. Was one of the founders of Xoanon.
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