commercetools Cloud Support Engineers are the key point of contact to our customers, as they build innovative commerce applications in modern technologies.

We help our customers, developers, and specialists in all aspects of their journey: from initially setting up a working store to scaling and optimizing their mission-critical e-commerce apps, IoT offerings and web stores.  

We internally connect to platform development teams, customer success managers and others to make sure our customers' needs are considered and they feel confident in implementing their business on the foundation of the commercetools' SaaS platform. 

ABOUT YOUR NEW ROLE

• Provide B2B customer support via ticketing system and telephone
• Take ownership, analyze, troubleshoot and coordinate the resolution of technical issues and incidents
• Formulate responses to issues, communicate progress and resolution efficiently 
• Collaborate with developers, Product Owners, QA and Customer Success teams
• Invest in issue prevention by collaborating on documentation and knowledge bases 
• Invest in service quality by continuously improving our processes

SKILLS & REQUIREMENTS

• Excellent English, both written and verbal
• 3 + years experience in professional technical support for complex software system vendors
• Strong ability to explain technical and functional concepts
• Basic understanding of JSON document structure preferred
• Analytical mindset with the ability to always find the root cause, be it a communication issue or a technical issue
• Empathy - you are able to imagine the customer's perspective and situation involving both technical and non-technical contacts
• Stay calm and focused in incident situations, staying with your positive and friendly tone
• Be 100% reliable in the team's everyday work schedule coordination

NICE TO HAVE

• Practical software development experience, ideally in web and app development
• Familiar with cloud services, RESTful services, web protocols, etc.
• Experience in e-commerce, Retail, ERP or logistics
• Fluent in other languages extra extra extra bonus points (e.g. German, Spanish, …)

WHAT WE OFFER:

• 100% coverage of the employee's health care, vision, and dental insurance
• Company contribution towards dependent coverage
• 401k (retirement savings)
• Maternity/paternity leave
• PTO and Company Holidays
• Some pre-tax benefits through the PEO
• Great team of highly qualified and motivated Software Engineers who work with mutual respect and appreciation, take responsibility and evolve together
• Work on and with Open Source Software
• Joint decisions regarding tools and approaches
• New technologies (Java 8, asynchronous IO, reactive architectures, microservices, etc.) Attend (and organize) internal training, workshops, tech talks as well as hackathons, meetups and conferences

AND THERE'S MORE:

• You will be involved in challenging and meaningful projects in a company with over 10 years of history
• You will be working with one of the technology leaders in the growing e-commerce business
• There's long-term and strategic stability by being a 100% subsidiary of REWE Digital (part of the REWE Group)
• We are a growing, international company with offices in Berlin, Munich, London, Amsterdam, Singapore, and Durham
• Modern workplaces and technology (e.g. MacBooks) in bright offices (open-plan spaces as well as conference rooms and smaller rooms for quiet times)
• Flexible, family-friendly working hours
• A collegial, open working atmosphere where your creativity and new ideas are encouraged
• Healthy feedback and error culture and a climate of mutual appreciation and respect
• Free water, coffee, snacks, and team lunches!
• Do you have a dog? We're a dog-friendly office.

Commercetools is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

At commercetools, we hope to be the place where a diverse mix of talented people choose to come, stay and do their best work. We pride ourselves on bringing modern principles to ecommerce through both technology and company culture. We know success comes from the hard work and dedication of our passionate and creative employees.

ARE YOU READY? COME GROW WITH US!