Technical Account Manager

About us

The Spryker Systems GmbH is a fast-growing technology company, offering leading manufacturers, brands and sellers of all industries a flexible commerce solution along all customer facing touchpoints. From online shop and mobile to voice, chat bot, blockchain and IoT use cases. Our modern offices are located in the German digital metropolis Berlin and Hamburg.
The international Spryker team is constantly working with new exciting customers, technologies and innovative approaches and is looking for talented employees, to join us revolutionizing the digital commerce world.

In a Nutshell

Are you a tech-savvy professional and a master of building solid relationships with customers by helping them to understand their technical needs?

Do you like working in a remote-first distributed team with complete flexibility?

Spryker is looking for a Customer Support Specialist (m/f/d) to oversee and address our customers' technical needs. Ultimately, you will support and consult our customers on adopting various Spryker cloud products and help enable their e-commerce strategies with Spryker.

We are open-minded, pragmatic, and agile above all. So join our Spryker Technology Team and help us revolutionize the world of commerce!

Your challenges

  • To act as a key point of contact for our customers, provide guidance and advice, be a liaison between the customers and Spryker teams
  • Actively engage in direct communication with several customers and manage proper communication cadence on tickets and issues
  • Develop and maintain customer relationships, understand their business needs and technical challenges, trade-offs, and risk management
  • Collaborate with support, cloud teams, product teams, partners, and technical teams
  • Maintain current functional and technical knowledge of the Spryker Cloud
  • Understand customers’ requirements and select correct Spryker products and configurations to fulfill them
  • Escalation management - possible on-call where needed

Your profile

  • At least 5 years of relevant experience of engaging with customers and consulting them
  • Excellent communication and proven ability to solve complex problems
  • Availability to be on the on-call escalation path and join the team to represent the customer and vice-versa
  • Passion for digital and sophisticated, complex business models
  • B2B Background and background in e-commerce would be a plus
  • Self-motivated, continuous learner, strong team player
  • Eager to learn Spryker Cloud Products and apply them for customers
  • Availability to travel to visit Spryker customers (when the global situation allows)
  • Fluent English

Nice to have:

  • Deep understanding of Linux-based operating systems and how they work
  • Experience in managing software projects: time and schedule, scope management, risks mitigation, stakeholder management
  • Experience with the creation of reports or the use of reporting tools, exporting data from Jira, NewRelic, Datadog, or other project management or infrastructure and application monitoring tools
  • Experience with public clouds (AWS, Azure, GCP) and containerization technologies
  • Bachelor of Computer Science