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Role Description

Cimulate is the leader in Agentic Search for ecommerce, both as a standalone platform and as a key part of Salesforce Commerce Cloud. Commerce Cloud enables global brands to deliver personalized, scalable ecommerce experiences across digital storefronts, mobile applications, and online channels.

We are looking for a highly motivated Support Engineer to join our growing Commerce Cloud and Cimulate support organization. This role sits at the intersection of customer success, platform operations, ecommerce search, and technical troubleshooting. You will partner closely with Engineering, Customer Success Managers, and Product teams to help customers successfully operate and optimize their ecommerce search experiences.

This is an excellent opportunity for someone who enjoys solving complex technical problems, debugging distributed systems, working directly with enterprise customers, and building expertise in modern AI-powered ecommerce infrastructure.

The ideal candidate combines strong customer communication skills with a data-driven investigative mindset — comfortable digging into logs, queries, and configuration to trace a customer-reported symptom to its root cause across APIs, ecommerce systems, search relevance, and data pipelines.

Your Impact

• Serve as a primary technical contact for customers experiencing issues with Cimulate and Salesforce Commerce Cloud integrations

• Investigate and resolve customer-reported issues across ecommerce search, inference behavior, data pipelines, indexing, APIs, and platform configuration

• Partner closely with Engineering teams on escalation triage, root-cause analysis, and customer-specific debugging

• Analyze platform behavior using logs, SQL queries, YAML configuration, dashboards, and debugging tools

• Support Kubernetes- and GitOps-based operational workflows, including configuration validation and deployment troubleshooting

• Communicate clearly and effectively with Customer Success Managers, technical stakeholders, and enterprise customers throughout the support lifecycle

• Document investigations as clear, structured root-cause writeups — verdict first, root cause before the supporting data — and identify recurring issues that feed operational improvements, tooling, and the knowledge base

• Develop expertise in ecommerce search concepts including relevance, ranking, merchandising, catalog structure, and customer experience optimization

• Collaborate within a global, fast-paced support environment focused on customer satisfaction and operational excellence

• Contribute to continuous improvement initiatives across support processes, incident management, and escalation workflows

Minimum Requirements

• Bachelor’s degree in Computer Science, Engineering, Information Systems, or equivalent practical experience

• 2+ years of experience supporting SaaS platforms, ecommerce technologies, search platforms, or cloud-based applications

• Experience with Salesforce Commerce Cloud, ecommerce search solutions, or adjacent ecommerce technologies

• Strong troubleshooting and analytical problem-solving skills in customer-facing technical environments

• Strong hands-on SQL skills for investigation and data analysis — comfortable writing joins, aggregations, and subqueries, and reasoning across large or time-partitioned datasets (experience with a cloud data warehouse such as BigQuery, Snowflake, or Redshift is a strong plus)

• Familiarity with structured configuration formats such as YAML and JSON

• Basic scripting or debugging experience with Bash, Python, Go, or similar languages

• A systematic, evidence-driven troubleshooting approach — forms a hypothesis, tests it against data and logs, and works from symptom to verified root cause rather than stopping at the first plausible answer

• Familiarity with cloud-native infrastructure and GitOps/CI-CD workflows (Kubernetes, containerized services, ArgoCD, Helm, Git-based configuration management) is a plus, not a requirement

• General understanding of ecommerce architecture, APIs, web technologies, and search/recommendation systems

• Excellent written and verbal communication skills, including the ability to explain technical concepts to both technical and non-technical audiences

• Ability to manage multiple priorities and effectively handle high-severity customer escalations in a fast-paced environment

Preferred Qualifications

• Experience supporting AI-powered search, personalization, or recommendation platforms

• Familiarity with Kubernetes, Helm, ArgoCD, or cloud infrastructure debugging

• Experience troubleshooting distributed systems, APIs, or data pipelines

• Experience working in environments using modern observability and incident-management practices

• Familiarity with ecommerce search concepts such as indexing, ranking, relevance tuning, facets, and merchandising

• Experience working cross-functionally with Engineering, Product, and Customer Success organizations

• Knowledge of web technologies including HTML, JavaScript, APIs, and browser debugging tools

• Fluency using AI assistants as an investigative force-multiplier — e.g. turning a plain-language goal into working SQL, summarizing logs, or building reusable prompts and workflows — paired with the technical depth to read that output critically and catch a plausible-looking but wrong result before acting on it. We care more that you can tell a correct answer from a convincing wrong one than that you write every query from scratch.

Why Join Us

• Join an AI-forward support team that uses modern AI tools to investigate faster and document better — we expect you to work the way the best engineers already do, using AI to accelerate the work while owning the correctness of every answer

• Work on cutting-edge AI-powered ecommerce search technology at global scale

• Collaborate closely with world-class Engineering, Product, and Customer Success teams

• Develop expertise across cloud infrastructure, ecommerce systems, AI applications, and customer operations

BENEFITS & PERKS

• Comprehensive benefits package including well-being reimbursement, generous parental leave, adoption assistance, fertility benefits, and more!

• World-class enablement and on-demand training with Trailhead.com

• Exposure to executive thought leaders and regular 1:1 coaching with leadership

• Volunteer opportunities and participation in our 1:1:1 model for giving back to the community

• For more details, visit https://www.salesforcebenefits.com/