Customer Support Engineer, Stackline
4 days a week in office
Full-funnel connected eCommerce platform
Job no longer available
Full-funnel connected eCommerce platform
201-500 employees
Job no longer available
4 days a week in office
201-500 employees
Company mission
To fuel the future of commerce by bringing brands and customers closer together.
Role
Who you are
- Prior experience in a product support or technical support role working with enterprise customers
- Comfortable writing scripts and automating tasks (e.g., Python, SQL, or similar); no formal computer science background required
- Ability to query databases and interpret logs to diagnose technical issues
- CRM and Microsoft Suite experience
- Excellent verbal and written communication skills with the ability to communicate complex issues clearly and effectively
- Works well in a team environment and independently
- Strong analytical, decision-making, and troubleshooting skills
- Ability to work in a fast-paced and dynamic environment and manage multiple priorities at the same time
- Demonstrated commitment to customer service
What the job involves
- As a Customer Support Engineer, you will be responsible for providing functional and technical support to troubleshoot, document, and resolve issues for Stackline customers using our software tools
- This role acts as a subject matter expert on Stackline's suite of products and services to address internal and external requests to ensure a high level of customer satisfaction
- Customer Support Engineers will work cross-functionally with other Stackline teams such as Product Development, Sales, and Marketing as needed
- Provide subject matter expertise internally and externally on Stackline's SaaS platforms and services
- Responsible for promptly and effectively addressing customer inquiries, issues, and requests via various channels such as email, chat, or phone. Ensure accurate information is provided to clients, troubleshoot problems, and offer solutions
- Provide technical support to customers through guided setup and installation processes, resolving software bugs, and troubleshooting errors
- Write and maintain scripts to automate recurring support tasks, diagnose issues, and streamline internal workflows. Build lightweight tools and utilities to improve support efficiency and reduce manual effort
- Investigate technical issues by querying databases, reviewing logs, and reproducing customer-reported problems to identify root causes
- Contribute to creating and updating knowledge base articles, FAQs, and other self-help resources. Assist in documenting common issues, troubleshooting steps, and best practices to enable customers to find solutions independently
- Facilitate collaboration with other teams, such as Product Development, Sales, and Marketing, to address customer needs effectively. Relay customer feedback, provide input for product improvement, and coordinate with the relevant teams to resolve complex issues
- Adhere to terms of Service Level Agreements (SLAs) such as response or resolution time. Demonstrate the ability to prioritize and manage their workload effectively to meet these service-level expectations
Salary benchmarks
Our take
eCommerce has grown to be one of the largest global industries, thanks to the broad sweeping digital transformation of recent years, and compounded by the accelerated demise of brick-and-mortar stores over the pandemic. All this means that eCommerce advertising is more important than ever. Stackline is emerging as a major player to help brands implement it.
The Stackline platform offers a full suite of business intelligence, operational, loyalty program, and advertising tools to optimize online product sales. This developed from its beginnings as an advertising consultancy, demonstrating an astute business strategy sensitive to the growing market trend towards tools and tech, rather than services.
It’s continuing in this vein with the addition of more complex features, like consumer search trends and data-augmented digital shelf analytics. Again, this mirrors the shift in industry appetite towards fine-grained, data-driven tools - and it’s helped Stackline net some major business from the likes of HP, Sony, Google, and Nestle.
With this rock-steady revenue foundation, hefty funding, and an attentive approach to market demand, Stackline is in a comfortable position to accommodate and capitalise on any changes in what’s becoming a fiercely competitive eCommerce advertising market.
Steph
Company Specialist at Welcome to the Jungle
Insights
2% employee growth in 12 months
Company
Funding (2 rounds)
Jun 2021
$130m
SERIES B
Nov 2020
$50m
SERIES A
Total funding: $180m
Company benefits
- Fun Downtown Location - We have offices in Seattle, Minneapolis, New York City, and London – all of which are in fun locations where lunch options and after-work adventures are endless
- Insurance - We offer best-in-class health, dental and vision insurance for our employees and their direct dependents
- Stock Options - Stackline employees have the opportunity to receive performance and tenure-based stock option grants
- Catered Lunches - We come together every Friday for a company-catered team lunch featuring a variety of local chefs
- Vacation and Flex Time - In addition to seven company holidays, we offer 20 days of PTO to be used at-will throughout the year
- Paid Parental Leave - We support your family as it blitz-scales. Birth mothers receive 20 weeks paid maternity leave. All other parents may take 12 weeks of paid parental leave
- Summer Fridays - We want employees to enjoy their summer and explore their city. From Memorial Day to Labor Day, jumpstart your weekend with an early release on Friday
- Snack Stocked Kitchen - Our snack cupboards come fully stocked. No matter your dietary desires or restrictions, you’ll find the brain fuel you need to power your day
- 401K Retirement Plan - We offer employees the ability to participate in the company's Vanguard 401K retirement plan, which includes a 4 percent employer match
Company HQ
Central Business District, Seattle, WA
Leadership
Michael Lagoni
(Co-Founder & CEO)A Harvard Business School grad who worked as a Consultant with BCG, and then as a Senior Manager at Amazon.
Mitch Keidan
(Co-Founder & VP of Strategic Partnerships)Previously worked in finance and investment, then pivoted to a Research Analyst role at Freedonia Group, finally working as Senior Strategy Analyst at Diebold.
Rajan Ramasamy
(CTO)Worked with Globalpex Inc and then Genome International Corp as a Senior Developer, and then took up a Senior Development Engineer role at Amazon.
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