Service Desk Specialist, Salsify
$70.1-82.5k
+ Stock Options
CommerceXM Platform
Be an early applicant
CommerceXM Platform
501-1000 employees
Be an early applicant
$70.1-82.5k
+ Stock Options
501-1000 employees
Company mission
To give brands the tools they need to succeed on the internet.
Role
Who you are
- The successful candidate will demonstrate strong learning agility and a desire to grow in a customer-centric environment
- This person should be a self-starter, be able to work with varying levels of seniority within the IT organization, and have a strong bias toward continuous improvement
- Salsify loves a good success story, and it would be our privilege to help write yours! We recognize that talent and potential come in all forms and our mission is empowerment. Our hiring process involves recognizing all facets of motivation, drive, success, and passion. If you have an interest in this role or any other, please do not hesitate to apply
- Demonstrated ability to manage multiple priorities and complex tasks effectively
- Exceptional organizational and time-management skills, with a proven ability to independently prioritize and manage a high volume of complex technical requests and projects
- Strong aptitude for quickly mastering new and emerging technologies, with a continuous learning mindset to stay current with industry trends and best practices
- 2-3+ years of hands-on experience supporting a predominantly Mac environment, including advanced macOS troubleshooting and management tools
- Proficient experience supporting Windows operating systems (Windows 10/11) and related hardware, including advanced troubleshooting and deployment methods
- In-depth knowledge and hands-on experience with OS imaging, deployment, configuration management (e.g., Jamf Pro for Mac, Jumpcloud for Windows), and robust patching strategies across mixed environments
- Demonstrated proficiency and administrative experience with a significant number of the following enterprise applications and systems: Google Workspace Administration, JAMF Pro, Atlassian Jira Service Management/Jira Software/Confluence, Slack, Zoom (including Zoom Rooms administration), LastPass, Jumpcloud, and Meraki Networks
- Coursework in IT or a related field or an equivalent combination of skills and experience
- Extensive experience with the setup, configuration, and advanced troubleshooting of Audio/Visual equipment, specifically integrating with and managing Zoom Rooms and Zoom Digital Signage solutions
- Proven experience in creating and managing comprehensive IT documentation and contributing to knowledge base systems
- Prior experience providing IT support within a rapidly growing global organization, understanding the nuances of remote support and international time zones
- Demonstrated experience with IT asset lifecycle management, including procurement, deployment, inventory tracking, and disposal, ideally using an automated asset management system
- Our hiring process involves recognizing a person’s achievements, subject matter expertise, and passion, not just check marks next to a job description. If you have an interest in our roles please do not hesitate to apply - we would be happy to speak with you!
What the job involves
- Salsify is seeking a Service Desk Specialist to work in our Boston office
- Salsify uses best-in-class equipment and software. As the company continues to grow rapidly, this person will play a key role in helping us scale effectively
- Lead the resolution of complex technical issues and escalations from end-users, encompassing advanced troubleshooting of computer systems, network connectivity, enterprise applications, and hardware
- Act as a primary point of contact for advanced user inquiries, providing clear, concise, and professional guidance while documenting solutions for the knowledge base. Mentor junior service desk staff on best practices for user interaction and problem resolution
- Collaborate extensively with cross-functional IT teams (e.g., Network, Security, Systems Administration) on significant IT projects, including large-scale hardware/software deployments, network infrastructure upgrades, and system migrations, ensuring minimal disruption to business operations
- Install or replace computer peripherals for users
- Diagnose and resolve advanced network issues, including complex wireless connectivity problems and print server configurations, identifying root causes and implementing preventative measures
- Take ownership of assigned IT projects from inception to completion, managing scope, timelines, and communication with stakeholders, while actively contributing to project planning and execution
- Develop and maintain comprehensive documentation for IT processes, procedures, and troubleshooting guides, contributing significantly to the IT knowledge base to empower both end-users and the service desk team
- Provide support with in-office meetings and events
Our take
Salsify provides eCommerce retailers with a single platform to keep tabs on inventory, and unify and enrich product content descriptions used at all points of sales. The company can also manage customers’ journeys through data analysis which can allow for more personalized, engaging messaging.
As the retail world shifts more towards eCommerce, brands have to give more consideration to the customer’s digital experience from first impression to purchase. This proves challenging as each route to sale differs from the next, which in turn creates the need for a stack like Salsify.
It’s not the only company of its kind, with the likes of Salesforce and Contently having products with similar functions, but Salsify is performing strongly and has an impressive set of customers on its books including Coca-Cola and Mars. Having raised substantial funding, the company reached unicorn status in 2022, with investment cited to enable Salsify to deliver on its vision to serve as the global system of record and work for digital commerce experiences.
Freddie
Company Specialist at Welcome to the Jungle
Insights
30% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Apr 2022
$200m
SERIES F
Sep 2020
$155m
SERIES E
Total funding: $452.6m
Company benefits
- Competitive Salary
- Equity
- 401 (k)
- Unlimited Vacation
- Full Benefits: Medical, Dental, and Vision Insurance
- Company provided Life Insurance and Short Term Disability as well as additional voluntary insurance elections
- FSA: Medical, Commuter, and Dependent Care
- HSA: Tax-advantaged Medical Savings Account
- 18 Week Paid Maternity & 10 Week Paid Parental Leave Program
- Referral Bonuses
Company HQ
Financial District, Boston, MA
Leadership
Jason Purcell
(Co-Founder & Board)They started their career at PTC, spending 4 years there before working at Endeca for 11 years. They left their General Manager tole to co-found Salsify in September 2012.
Rob Gonzalez
(Co-Founder)Previously Co Host of the Digital Shelf Institute, Core Member of Underscore.VC, Director of Product Management and Marketing at Cambridge Semantics and Senior Product Manager at Endeca.
Jeremy Redburn
(Chief Data Officer & Co-Founder)Previously Director of Product Management at Endeca, Software Developer at IBM and Web Developer at Audible.
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