IT Technical Expert, B2B NAM

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 SupportRespond 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 & ImprovementEnsure resolution time and response quality commitments are met.Contribute to the analysis of performance indicators and propose corrective actions.Knowledge Base ManagementCreate, update, and maintain a clear, accessible knowledge base for the support team and users.Document recurring issues and their solutions.Collaboration & Continuous ImprovementWork 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 ContributionIn 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.