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Senior Support Engineer



Customer Service
Durham, NC, USA · United States
Posted on Tuesday, May 14, 2024

At commercetools, we are:

Engaged: We didn't become the fastest growing, highest ever valued SaaS software company in digital commerce with nearly 100% year-over-year growth by sitting on the sidelines.

Inspired: We continually explore what's possible. As the founder of the headless commerce concept, the leader in true composable commerce, and the visionaries behind MACH® — our patented tech has radically disrupted the world of enterprise ecommerce software. And we are just getting started!

Valued: Intelligent, resilient, passionate individuals hailing from over 50 countries across the globe, speaking over 43 languages, and collectively embracing diversity, encouraging inclusion, and fostering a culture of care.

The Opportunity:

Our Frontend Support Engineers are the key points of contact for our customers as they build innovative commerce applications in modern technologies.

As our Senior Support Engineer, you will help our customers’ developers and specialists in all aspects of their journey: from setting up a working store to scaling and optimizing their mission-critical e-commerce apps, IoT offerings, and web stores. In addition to supporting our customers, you will provide technical leadership and mentorship to team members.

You will work closely with many internal teams, including platform development and customer success, to make sure our customers’ needs are considered and they feel confident implementing their business on the foundation of the commercetools’ SaaS platform.

Your Mission:
  • Prioritize issue prevention by understanding issue patterns (working closely with development on resolution) and help drive incident post-mortem activities
  • Ticket deflection by writing documentation and guides and improving procedures
  • Provide service quality by working closely with Team Leads and Managers to maintain/improve ticket quality, processes, and procedures
  • Collaborate with development and problem analysts to ensure product knowledge is spread across the support organization
  • Contribute to complementary projects (e.g. Dashboard integration)
  • Provide technical leadership including:
    • Onboarding and mentoring Support Engineers
    • Point of Contact within the Support Team for at least one area of the product
    • Drive product enhancements
What you need to succeed:
    • Excellent English language skills, both written and verbal
    • Experience in providing technical training and mentorship to colleagues
    • Previous experience in professional technical support for complex software system vendors
    • Experience working with ReactJS and proficiency in editing JSON documents
    • Ability to explain technical and functional concepts in writing
    • Experience with log analysis, metrics systems, and dashboard creation
    • Ability to evaluate a critical situation in a high-pressure environment and communicate clearly and concisely to both internal commercetools teams and customers
    • Willingness to be part of the Incident Communicators team and handle critical tickets
    • Experience developing queries and analysis of trends (ideally from logs)
    • Enjoy communicating with people using verbal and written methods (video calls)
    • Willingness to make mistakes to learn and share your learnings
Nice to have:
  • Previous e-commerce support experience
  • Previous experience in SaaS enterprise B2B

Tech at commercetools:

We Are Open Source And Innovative By Design

🚀 We make rapid progress by being early adopters of React, Scala, and GraphQL

📋 We share & contribute to the open source community:

⚙️ We <3 Automation and Machine Learning

We care about your Growth and Well-being

💰 Competitive compensation package: Generous compensation structure consisting of salary, competitive stock option package, various benefits and perks

☀️ Workation: Up to 60 days/year from a country different from your base country

💻 Open Learning & Development Budget

📚 ct Academy: Regular internal training sessions

🙌 Our Benefits: Check them out here

⌚️ Flexibility: Morning person or night owl? We believe in outcome and motivated employees

🚀 Mindset & Growth: A diverse, creative workspace with an international culture & learning environment

For US-based roles

🩺 Well-Being: 100% employer-covered medical, dental, and vision insurance for employees and dependents

🌴 Work-Life Balance: Generous time off for personal time, vacation, parental leave, holidays, well-being, bereavement and volunteering

💰 Prepare For Your Future: 401k with company match

👐 Get Involved: Opportunities to join our Happiness Committee, Engage the Change DEI organization, Culture Committee, fitness challenges, artistic channels, and more!

💪 Our differences make us stronger


  • Enjoy a flexible, hybrid working environment
  • Newly updated modern office at the American Tobacco Campus in the heart of Downtown Durham
  • Do you have a dog? We're a dog friendly office
  • Kombucha on tap, coffee, tea, snacks, and catered lunches
  • Semi-monthly team events
  • Need a break? We have foosball, darts, ping pong, and a golf putting simulator
  • Combination of individual work spaces and cozy meeting rooms

We believe that our diversity makes us a stronger team. We hire great people from a wide variety of backgrounds - not just because it’s the right thing to do, but because it makes us better.

At commercetools, we are proud to be an equal opportunity workplace. We are committed to fair hiring practices regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

Are you ready? Come grow with us!

🔍 Are you looking for something else? Check out our Career Page and our Website for more information.

US Pay Range
$115,000$125,000 USD