Full job description
About PhaseZero
PhaseZero CxCommerce™ is a Composable, AI‑native B2B commerce platform delivering unified customer experiences for manufacturers and distributors across automotive, industrial, and heavy‑duty sectors. As a MACH Alliance–certified solution with embedded AI agents, prebuilt ERP/catalog integrations, and a cloud‑native, composable architecture, PhaseZero accelerates enterprise digital transformation while protecting existing systems and data. Recognized as an IDC Innovator (2025) in AI‑enabled B2B Digital Commerce, PhaseZero powers hundreds of millions of dollars in digital sales for customers ranging from mid‑market to Global Fortune 500—including Dana Corporation and distributor groups such as VIPAR—on our CxCommerce™ platform.
The role
We’re hiring a Technical Support Engineer who loves solving customer problems, digging into Java/Spring services, and partnering with Product & Engineering to drive outcomes. You’ll be the primary technical point of contact for enterprise customers: triaging, troubleshooting, and resolving issues; coordinating hotfixes and monthly releases; and ensuring an outstanding, measurable customer experience.
This is a hands‑on, customer‑facing role in a product company (not a services/SI model). Ideal for engineers with 5–10 years building, supporting, or operating commercial software products—especially B2B commerce or enterprise SaaS.
What you’ll do
- Own incident triage and resolution: reproduce issues, analyze logs, identify root causes, and drive fixes across Java/Spring services, integrations, and data layers.
- Coordinate hotfixes and monthly releases with Product, QA, and Engineering; validate fixes and change notes.
- Serve as a trusted technical advisor to customers and backup to the Customer Success Manager; translate business impact into technical priorities.
- Build crisp runbooks, KB articles, and dashboards; improve alerting/observability and reduce MTTR.
- Deliver ad‑hoc reporting and data investigations (SQL/JSON/XML) to answer “why” with evidence.
- Champion product quality: escalate recurring defects, propose hardening, and validate performance and scalability fixes.
- Participate in a light on‑call rotation for P1/P2 incidents (shared team responsibility).
What you’ll bring (must‑haves)
- 5–10 years in engineering/technical support roles at product companies (SaaS or commercial software).
- Strong in Java and the ecosystem (Spring, Hibernate/JPA), REST/SOAP APIs, and integration patterns.
- Solid with SQL (e.g., PostgreSQL) and exposure to NoSQL; comfort with data formats (JSON, XML).
- Competent with Git, Maven, CI/CD concepts, and environment debugging (logs, metrics, tracing).
- Clear, confident customer communication (written, verbal, and executive‑ready), with a steady, proactive presence during incidents.
- Hybrid work commitment: able to be onsite in Los Altos 3 days/week.
- Work authorization: Authorized to work in the U.S. for any employer; no current or future visa sponsorshipavailable for this role.
- Availability to start within 2–4 weeks of offer.
Nice to have
- Experience with B2B E-Commerce, B2C E-Commerce Software, Search Engines, CRM, ERP software solutions.
- Familiarity with MACH, composable commerce, or B2B e‑commerce domain concepts (catalog/pricing/inventory/order/Payments).
- Exposure to observability tools (e.g., Datadog, New Relic, OpenTelemetry) and ticketing/CS tools (Jira, Zendesk, Salesforce).
- Knowledge of secure SDLC practices and performance troubleshooting.
Our culture & values
- Customer Success • Innovation • Partnership • Positive Attitude • Teamwork
“None of us are as smart as all of us.” We win together—customers, partners, and teammates.
