Frontend Support Engineer (5-6 yrs)

Company Overview :

Searchspring provides e-commerce retailers with the industry-leading software platform for site search, product merchandising, and personalization. With offices in San Antonio, Denver, Colorado Springs, Portland, Toronto, and remote locations across the globe, Searchspring employees are dedicated to fostering an environment that enables everyone to thrive, both personally and professionally, and feel supported, engaged, and valued, every step of the way.

Backed by a growth equity firm with extensive resources and expertise in helping software and technology companies navigate transformational growth, Searchspring helps our customers, like PuraVida, Fabletics, SKIMS, West Elm, Specialized, and RipCurl increase cart size, conversion, and repeat customers.

About the Role :

As a Frontend Support Engineer at Searchspring , you will play a crucial role in ensuring our customers have a seamless and positive experience with our products. You will be responsible for researching, diagnosing, and resolving customer issues, providing prompt and accurate feedback, and documenting knowledge for future reference.

Responsibilities :

- Research, diagnose, troubleshoot, and identify solutions to resolve customer issues efficiently.

- Respond to customer inquiries promptly and provide clear, helpful assistance.

- Escalate unresolved issues to the appropriate internal teams following standard procedures.

- Provide timely and accurate feedback to customers, keeping them informed throughout the resolution process.

- Ensure proper recording and closure of all customer issues within the established service level agreement (SLA).

- Document knowledge in the form of knowledge base tech notes and articles to assist future troubleshooting efforts.

- Adhere to SLAs for issue resolution based on severity.

Required Skills :

- 5-6 years of proven experience in a customer-facing technical role, supporting a company's products and services.

- Strong proficiency in JavaScript, HTML, CSS, REST API, and JSON.

- In-depth knowledge of the specific products you will be supporting.

- Excellent problem-solving and analytical skills.

- Exceptional client-facing skills, including strong written and verbal communication.

- Proficiency in using company help desk software, such as Zendesk or other case management tools.

- Effective time management skills and the ability to set realistic deadlines for issue resolution.

Preferred Skills :

- Experience with Javascript, React, Angular JS, or eCommerce platforms like Shopify or BigCommerce.

Qualifications :

- Bachelor's degree in Computer Science or a related field.