SPS Commerce is a leading provider of cloud-based supply chain management solutions, serving a global network of retail trading partners. The Associate Technical Support Engineer is responsible for providing essential product support to customers, resolving basic support inquiries, and acting as a customer advocate in cross-functional collaborations.
Responsibilities
- Provide product support to customers through various communication channels, including training on applications and tools as needed
- Provide customer support related to basic system automation and legacy products and solutions
- Offer basic consultation on customer products and industry education
- Exhibit empathy and anticipation of customer needs, facilitating optimal customer experience
- Assess the nature of product issues and resolve basic support inquiries promptly
- Demonstrate agility in understanding, prioritizing, and reacting to critical customer issues
- Maintain a detailed log of customer interactions and support activities
- Utilize proprietary tools and applications to address basic customer inquiries and perform account administration tasks, maintaining up to date knowledge of product and solution advancements
- Navigate multiple data center troubleshooting tools and applications to update data statuses, flags, and provide valuable customer insights
- Recognize and evaluate scope and impact of a potential issue, taking appropriate action to mitigate risk across the broader network
- Diagnose customer needs and engage collaborative resources when necessary, ensuring continuous communication with customers until resolution is achieved
- Collaborate with internal teams and act as a customer advocate in cross-functional collaborations, including sharing relevant customer insights with product and technology teams
- Act as an intermediary between relevant internal and external parties to ensure effective communication, understanding, and resolution
- Establish and leverage credibility as a peer resource, supporting and participating in total team development and success
Skills
- Bachelor's degree in a relevant field or equivalent work experience
- A strong interest in technical support and a commitment to continuous learning
- Effective problem-solving skills and critical thinking abilities
- Agility to adapt to shifting and concurrent priorities
- Excellent written and verbal communication skills
- An eagerness to learn from experienced colleagues and mentors
- The ability to work collaboratively in a team-oriented environment
- Prior experience providing SAAS customer support
- Knowledge of SPS Commerce programs, systems, and processes
- Experience with SalesForce, Atlassian, and Microsoft Office applications
- Basic understanding of Supply Chain processes, XML, and/or EDI schemas (X12, EDIFACT)
- Familiarity with data transmission methods (FTP, AS2, VAN)
- ERP experience (NetSuite, QuickBooks, Acumatica, etc.)
Benefits
- Comprehensive benefits package designed to support employees’ health, well-being, and financial security
Company Overview
SPS Commerce is a provider of cloud-based supply chain management services. It was founded in 1987, and is headquartered in Minneapolis, Minnesota, USA, with a workforce of 1001-5000 employees. Its website is http://spscommerce.com.Company H1B Sponsorship
SPS Commerce has a track record of offering H1B sponsorships, with 5 in 2025, 2 in 2024, 4 in 2023, 5 in 2022, 3 in 2021, 3 in 2020. Please note that this does not guarantee sponsorship for this specific role.