Rithum™ is the world’s most trusted commerce network, accelerating how brands, suppliers, and retailers work together to deliver seamless e-commerce experiences. We provide an unmatched platform for brands and retailers, enabling them to accelerate growth, optimize operations across channels, scale product offerings and enhance margins. Today, more than 40,000 companies trust Rithum to grow their business across hundreds of channels, representing over $50 billion in annual GMV. Using our commerce, marketing, and delivery solutions, our customers create optimized consumer shopping journeys from beginning to end. Overview As a Client Success Engineer, you play a pivotal role in designing scalable technical solutions and ensuring smooth transitions from sales to delivery for our strategic clients. You engage during the late stages of the sales process to support technical discovery, develop implementation plans, and serve as a trusted advisor during complex onboarding and expansion efforts. Your technical expertise and collaboration across teams help ensure clients achieve long-term success with our SaaS e-commerce platform. Responsibilities - Participate in technical discovery and solution design during late-stage sales cycles - Create implementation plans and technical documentation to guide delivery - Lead the technical configuration of the platform for new clients, ensuring a seamless transition from sales to implementation - Support API integrations, product feed setup, and troubleshooting during onboarding and expansion - Provide expert technical recommendations to optimize platform usage and align with client goals - Act as the primary technical point of contact for strategic clients during onboarding and post-launch - Collaborate with Sales, Product Management, Engineering, and Client Success Managers to support client needs and platform evolution - Deliver tailored training and technical enablement sessions to client stakeholders - Maintain clear, proactive communication with both technical and non-technical client contacts - Contribute to internal knowledge sharing through documentation, cross-training, and resource development (e.g., videos, webinars) Qualifications Minimum Qualifications - 2+ years of experience in a client-facing technical role within SaaS, ideally in onboarding or solution engineering - Fluent in both written and spoken English - Familiarity with product data feed formats (XML, TXT, CSV, JSON) and FTP protocols - Strong working knowledge of Excel and HTML - Experience managing multiple complex client projects simultaneously - Strong problem-solving skills with a client-focused mindset - Excellent communication and presentation skills for both technical and non-technical audiences - Strong documentation and process development abilities - Experience delivering software training content - Ability to thrive in a fast-paced, dynamic environment with shifting priorities Preferred Qualifications - Bachelor's degree in computer science, Information Technology, or a related field - 3+ years of experience in a client-facing technical role within SaaS, ideally in onboarding or solution engineering - Additional language proficiency is a plus - Expertise in API integrations (REST and SOAP) and troubleshooting complex technical issues - Experience working with enterprise clients and/or in the e-commerce industry - Familiarity with remote-based training tools Travel Required - Up to 10% Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. What it’s like to work at Rithum When you join Rithum, you can expect to work with smart risk-takers, courageous collaborators, and curious minds. As part of the Rithum team, you are valued, supported, and included. Guided by a transparent culture and accessible, approachable leadership, we offer career opportunities aligned to your ambitions and talents. To ensure work and life balance works for you, we also offer an array of resources to support you and your families, including comprehensive benefits and wellness plans. At Rithum you will: - Partner with the leading brands and retailers. - Connect with passionate professionals who will help support your goals. - Participate in an inclusive, welcoming work atmosphere. - Achieve work-life balance through remote-first working conditions, generous time off, and wellness days. - Receive industry-competitive compensation and total rewards benefits. We believe in transparency and fairness in our compensation practices. For this position, the expected base pay range is: $55,000-$85,000 per year. This range represents the base pay for the role across all U.S. locations and is determined based on market data, internal equity, and experience. Final compensation may vary depending on geographic location, skills, and relevant experience.In addition to base pay, we offer a discretionary bonus for non-sales roles, a comprehensive benefits package, and, where applicable, sales incentives. For this position, the expected discretionary bonus is 10% of the annual base salary. Benefits - Medical, dental and vision benefits: Affordable health care plans and company HSA contributions, starting on Day 1 - A 6% 401(k) match - Competitive time off package with 20 days of Paid Time Off, 9 Company-Paid holidays, 2 paid floating holidays, 7 paid sick days, 2 Wellness days, and 1 Paid Volunteer Day; at 3 years of service PTO increases to 22 days, and at 5 years it increases to 25 days - 12 weeks primary caregiver leave & 4 weeks secondary caregiver leave - Accident, critical illness, and hospital indemnity insurance - Pet insurance - Legal assistance and identity theft insurance plans - Life insurance 2x salary - Access to the Calm app and the Employee Assistance Program - $65/month Remote work stipend for internet - Culture and team-building activities - Tuition assistance - Career development opportunities - Charitable contribution match up to $250 per year Rithum is an equal opportunity employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other protected characteristic. All employment is decided on the basis of qualifications, merit, and business need. We're committed to providing reasonable accommodations in accordance with the law for qualified applicants. If you require assistance during the interview process due to a medical condition or need support accessing our website or completing the application process, please reach out to us by completing the Accommodations Request Form. Your comfort and accessibility are important to us, and we're here to ensure a seamless experience as you explore opportunities with our team.

Rithum™ is the world’s most trusted commerce network, accelerating how brands, suppliers, and retailers work together to deliver seamless e-commerce experiences. We provide an unmatched platform for brands and retailers, enabling them to accelerate growth, optimize operations across channels, scale product offerings and enhance margins. Today, more than 40,000 companies trust Rithum to grow their business across hundreds of channels, representing over $50 billion in annual GMV. Using our commerce, marketing, and delivery solutions, our customers create optimized consumer shopping journeys from beginning to end. Overview As a Client Success Engineer, you play a pivotal role in designing scalable technical solutions and ensuring smooth transitions from sales to delivery for our strategic clients. You engage during the late stages of the sales process to support technical discovery, develop implementation plans, and serve as a trusted advisor during complex onboarding and expansion efforts. Your technical expertise and collaboration across teams help ensure clients achieve long-term success with our SaaS e-commerce platform. Responsibilities - Participate in technical discovery and solution design during late-stage sales cycles - Create implementation plans and technical documentation to guide delivery - Lead the technical configuration of the platform for new clients, ensuring a seamless transition from sales to implementation - Support API integrations, product feed setup, and troubleshooting during onboarding and expansion - Provide expert technical recommendations to optimize platform usage and align with client goals - Act as the primary technical point of contact for strategic clients during onboarding and post-launch - Collaborate with Sales, Product Management, Engineering, and Client Success Managers to support client needs and platform evolution - Deliver tailored training and technical enablement sessions to client stakeholders - Maintain clear, proactive communication with both technical and non-technical client contacts - Contribute to internal knowledge sharing through documentation, cross-training, and resource development (e.g., videos, webinars) Qualifications Minimum Qualifications - 2+ years of experience in a client-facing technical role within SaaS, ideally in onboarding or solution engineering - Fluent in both written and spoken English - Familiarity with product data feed formats (XML, TXT, CSV, JSON) and FTP protocols - Strong working knowledge of Excel and HTML - Experience managing multiple complex client projects simultaneously - Strong problem-solving skills with a client-focused mindset - Excellent communication and presentation skills for both technical and non-technical audiences - Strong documentation and process development abilities - Experience delivering software training content - Ability to thrive in a fast-paced, dynamic environment with shifting priorities Preferred Qualifications - Bachelor's degree in computer science, Information Technology, or a related field - 3+ years of experience in a client-facing technical role within SaaS, ideally in onboarding or solution engineering - Additional language proficiency is a plus - Expertise in API integrations (REST and SOAP) and troubleshooting complex technical issues - Experience working with enterprise clients and/or in the e-commerce industry - Familiarity with remote-based training tools Travel Required - Up to 10% Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. What it’s like to work at Rithum When you join Rithum, you can expect to work with smart risk-takers, courageous collaborators, and curious minds. As part of the Rithum team, you are valued, supported, and included. Guided by a transparent culture and accessible, approachable leadership, we offer career opportunities aligned to your ambitions and talents. To ensure work and life balance works for you, we also offer an array of resources to support you and your families, including comprehensive benefits and wellness plans. At Rithum you will: - Partner with the leading brands and retailers. - Connect with passionate professionals who will help support your goals. - Participate in an inclusive, welcoming work atmosphere. - Achieve work-life balance through remote-first working conditions, generous time off, and wellness days. - Receive industry-competitive compensation and total rewards benefits. We believe in transparency and fairness in our compensation practices. For this position, the expected base pay range is: $55,000-$85,000 per year. This range represents the base pay for the role across all U.S. locations and is determined based on market data, internal equity, and experience. Final compensation may vary depending on geographic location, skills, and relevant experience.In addition to base pay, we offer a discretionary bonus for non-sales roles, a comprehensive benefits package, and, where applicable, sales incentives. For this position, the expected discretionary bonus is 10% of the annual base salary. Benefits - Medical, dental and vision benefits: Affordable health care plans and company HSA contributions, starting on Day 1 - A 6% 401(k) match - Competitive time off package with 20 days of Paid Time Off, 9 Company-Paid holidays, 2 paid floating holidays, 7 paid sick days, 2 Wellness days, and 1 Paid Volunteer Day; at 3 years of service PTO increases to 22 days, and at 5 years it increases to 25 days - 12 weeks primary caregiver leave & 4 weeks secondary caregiver leave - Accident, critical illness, and hospital indemnity insurance - Pet insurance - Legal assistance and identity theft insurance plans - Life insurance 2x salary - Access to the Calm app and the Employee Assistance Program - $65/month Remote work stipend for internet - Culture and team-building activities - Tuition assistance - Career development opportunities - Charitable contribution match up to $250 per year Rithum is an equal opportunity employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other protected characteristic. All employment is decided on the basis of qualifications, merit, and business need. We're committed to providing reasonable accommodations in accordance with the law for qualified applicants. If you require assistance during the interview process due to a medical condition or need support accessing our website or completing the application process, please reach out to us by completing the Accommodations Request Form. Your comfort and accessibility are important to us, and we're here to ensure a seamless experience as you explore opportunities with our team.

• Provide remote support for end-user, server, network, and Microsoft 365 environments, handling both Level 1 and Level 2 tickets. • Manage tickets and service requests through HaloPSA, maintaining detailed documentation of all work and client communication. • Monitor and remediate alerts from NinjaOne RMM and Auvik, ensuring proactive action before issues escalate. • Troubleshoot and support Microsoft 365 services (Exchange Online, Intune, SharePoint, Teams, OneDrive) with confidence. • Assist in supporting Microsoft Azure environments including hybrid deployments that connect on-premises Active Directory, applications, and file services to the cloud. • Troubleshoot servers, storage, and virtualization systems, performing patching, upgrades, and remote maintenance. • Support client networks, including Cisco, Meraki, Fortinet, and Ubiquiti devices, ensuring connectivity, security, and performance. • Communicate effectively with clients, providing timely updates, explaining issues in plain language, and setting expectations. • Follow SOPs while also identifying opportunities for process improvement and contributing ideas for efficiency. • Use AI and prompt engineering to enrich tickets, automate repetitive tasks, and deliver faster, smarter resolutions.

We are looking for an MSP Service Desk Manager is responsible for leading the service desk team, overseeing day‑to‑day support operations, and ensuring consistent, high‑quality service delivery to all managed services clients. They own the service desk processes, metrics, and escalation paths to maintain SLA compliance and an excellent end‑user experience. Key Responsibilities - Lead, coach, and develop a team of Level 1–3 service desk technicians, including hiring, training, scheduling, performance management, and mentoring. - Oversee daily service desk operations, including ticket intake, assignment, prioritization, escalation, and resolution across all client environments. - Maintain and improve SLA compliance by monitoring queues, workloads, and response/resolution times, and by implementing corrective actions when needed. - Design, implement, and continuously refine service desk processes, including incident, request, problem, and change handling aligned with ITIL/ITSM best practices. - Act as the primary escalation point for complex or high‑impact incidents, including security events and major outages, coordinating internal and vendor resources to restore service quickly. - Manage customer communications for critical incidents and dissatisfied clients; handle complaints, reset expectations, and drive long‑term customer satisfaction. - Develop, maintain, and enforce documentation for standard operating procedures, knowledge base articles, and onboarding/offboarding processes for both staff and clients. - Monitor and analyze service desk metrics and trends (ticket volume, categories, aging, first contact resolution, CSAT, etc.) and provide regular reports to leadership with recommendations for improvement. - Coordinate closely with project, NOC, security, and account management teams to ensure smooth handoffs, effective change/release activities, and alignment with client roadmaps and agreements. - Ensure effective use, configuration, and governance of RMM, PSA, and related ITSM tools used for ticketing, monitoring, documentation, and reporting. - Drive a culture of continuous improvement, standardization, and automation to increase efficiency and reduce recurring incidents. Qualifications - 3–5+ years of experience in an MSP or similar managed services environment, including prior hands‑on service desk/support experience. - 2+ years in a leadership or supervisory role managing a technical support/service desk team. - Strong understanding of ITSM/ITIL processes (incident, problem, change, request); ITIL certification is preferred. - Broad technical knowledge of Windows Server/AD, Microsoft 365, networking fundamentals, endpoint management, backup/DR, and common MSP toolsets (RMM/PSA). - Proven ability to manage SLAs, handle escalations, and communicate clearly with both technical and non‑technical stakeholders, including executives and end users. - Strong analytical, organizational, and leadership skills, with demonstrated success using metrics and feedback to improve operations. Core Competencies - People leadership and coaching - Customer service and conflict resolution - Process design and continuous improvement - Incident and major incident management - Time management and prioritization in a high‑volume MSP environment