Associate Technical Support Engineer

🔥 1 hour ago

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SPS Commerce

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

📦 Logistics

💼 Consulting

☁️ SaaS

💰 $7.5M Series unknown on 2007-06

Logistics • Consulting • SaaS

SPS Commerce is a SaaS company that operates an intelligent supply chain network connecting retailers, brands, manufacturers, distributors, and logistics providers. It provides cloud-based EDI/B2B data connectivity, APIs, order and fulfillment orchestration, analytics, and embedded AI (SPS MAX) to automate workflows, ensure compliance, onboard trading partners, and improve retail supply chain performance and visibility.

📋 Description

• Provide product support to customers through various communication channels, including training on applications and tools as needed • Support customers with basic system automation and legacy products and solutions • Provide basic consultation on customer products and industry education • Assess product issues and resolve basic support inquiries promptly • Understand, prioritize, and react to critical customer issues • Maintain detailed logs of customer interactions and support activities • Use proprietary tools and applications to address inquiries and perform account administration • Navigate data center troubleshooting tools to update data statuses and flags and provide customer insights • Evaluate the scope and impact of potential issues and take action to mitigate network risk • Diagnose customer needs and engage collaborative resources when necessary • Maintain communication with customers until resolution • Collaborate with internal teams and advocate for customers in cross-functional collaborations • Share customer insights with product and technology teams • Coordinate between internal and external parties to support effective communication and resolution • Support total team development and success as a peer resource

🎯 Requirements

• Bachelor's degree in a relevant field or equivalent work experience • Strong interest in technical support and commitment to continuous learning • Effective problem-solving and critical-thinking skills • Agility to adapt to shifting and concurrent priorities • Excellent written and verbal communication skills • Eagerness to learn from experienced colleagues and mentors • Ability to work collaboratively in a team-oriented environment • Prior experience providing SaaS customer support preferred • Knowledge of SPS Commerce programs, systems, and processes preferred • Experience with Salesforce, Atlassian, and Microsoft Office applications preferred • Basic understanding of supply chain processes, XML, and/or EDI schemas (X12, EDIFACT) preferred • Familiarity with data transmission methods (FTP, AS2, VAN) preferred • ERP experience, including NetSuite, QuickBooks, or Acumatica, preferred • Ability to work Saturdays and Sundays, with two consecutive weekday rest days • Ability to work deep and shifting US hours

🏖️ Benefits

• Comprehensive benefits package designed to support employees’ health, well-being, and financial security • Benefits aligned with local laws and market practices • Training and visibility across roles • Diverse career paths and growth opportunities • Resources to succeed and career development support • Collaborative and inclusive work environment • Two consecutive weekday rest days