Associate Technical Support Engineer

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

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