IT Technical Expert, B2B NAM

Job Description
WHAT MAKES THIS A GREAT PLACE TO WORK & PLAY:

Hybrid work schedule

A generous PTO policy, plus 15 paid annual holidays and 3 floating holidays

Half-day Fridays for 5 months of the year

An exceptional employee discount on all our products and sister brands (Arc’teryx, Armada, Atomic, Wilson)

Healthy Lifestyle Benefit designed to support your well-being and active lifestyle

Opportunities to engage in the community and with industry partners

As our IT B2B Tech Support, you will be the on-the-ground technical and functional point of contact for Elastic, Salomon's B2B platform, supporting our North America Sales Operations and Customer Service teams. Based in New York, you'll close the time-zone gap with our support and engineering team in Annecy, giving NAM business users real-time responsiveness they wouldn't otherwise have.

Your main responsibilities will include:

User Support

Respond to requests and incidents reported by NAM Sales Operations and Customer Service teams via ServiceNow, with respect, clarity, and pedagogy, during their business hours.
Identify, analyze, and resolve technical and functional issues related to Elastic and the surrounding microservices and console ecosystem.
Escalate complex issues to the Annecy-based teams when necessary, ensuring proper handover despite the time difference.
KPI Follow-up & Improvement

Ensure resolution time and response quality commitments are met.
Contribute to the analysis of performance indicators and propose corrective actions.
Knowledge Base Management

Create, update, and maintain a clear, accessible knowledge base for the support team and users.
Document recurring issues and their solutions.
Collaboration & Continuous Improvement

Work autonomously on a day-to-day basis, with regular but asynchronous alignment with the Annecy-based teams given the time-zone gap.
Make recommendations to optimize support processes and tools.
Contribute to minor developments, bug fixes, or configuration changes within the microservices stack or internal consoles, under the guidance of the Annecy team.
Actively use and champion AI tools to improve support efficiency, from diagnosing issues faster to streamlining recurring tasks and continuously improving support processes.
Be curious and think about the platform and its users as if you own it.
Support Console Contribution

In parallel with day-to-day support, the team is building a dedicated "Support Console": an internal diagnostic tool designed to help quickly investigate concrete cases (for example, cross-checking customer and product authorization data to determine why a given product isn't visible to a given customer).
Depending on availability, contribute to the development of this Support Console and/or provide feedback and recommendations for improvements based on real support cases and needs.

Qualifications
You are a strong match for this role if you bring:

3-5 years of experience as a developer or in a technical/functional support role
A genuine functional appetite: real interest in how the business and product work, not just the code
Experience with Node.js, AWS (Lambda, Serverless) and Next.js
Solid grasp of microservices architecture, event-driven design and agile/DevOps ways of working
Comfort working with data integrations across CRM, PIM/DAM and ERP (SAP) systems
A resourceful, solution-oriented mindset with strong debugging and troubleshooting skills
Genuine interest in using AI tools day-to-day, without needing to be an AI expert
Strong autonomy and sense of priorities, and comfort working with a manager based remotely in France
Strong written and verbal communication skills; fluent English required, French is a plus