• Act as a technical partner for customers, ensuring successful product implementation, adoption, and troubleshooting • Diagnose complex technical issues and act as an escalation point for support teams • Educate customers on best practices, new features, and optimization strategies • Build strong, trust-based relationships with clients to drive long-term loyalty and satisfaction • Conduct product demos for users or stakeholders • Analyze logs to troubleshoot API failures • Meet with customers to review usage data and success metrics • Document product bugs and feature requests for developers

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.

• 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)

Role Description We’re seeking a Technical Client Support Representative I (TCSR I) to serve as the front line of our client support experience. In this role, you’ll manage incoming technical requests through Zendesk, ensuring issues are clearly understood, well-documented, and efficiently routed to the right internal teams. You’ll play a key role in connecting client-reported issues to internal execution, translating client needs into actionable insights for Engineering and Operations. By maintaining high-quality ticket documentation and strong cross-team coordination, you help drive faster resolutions and a more seamless client experience. This is a great opportunity for someone who enjoys solving problems, bringing structure to complex information, and contributing to a high-performing, client-focused team. What You'll Do - Client Support & Ticket Management - Monitor and respond to client support requests submitted through Zendesk - Review incoming tickets to understand and assess reported issues - Gather additional information from clients as needed to ensure clarity - Maintain well-documented tickets with clear descriptions and supporting details - Issue Escalation - Escalate technical issues to the appropriate internal teams when needed - Create Jira tickets for issues requiring engineering review - Ensure escalated tickets clearly capture the issue, context, and client impact - Cross-Team Coordination - Partner with Client Success and Engineering teams to track and resolve open issues - Provide timely updates within Zendesk as issues progress - Help drive tickets through the resolution process efficiently - Documentation - Identify and document recurring client issues and support processes - Contribute to internal knowledge resources to improve team efficiency and consistency Qualifications - Experienced in client support, help desk, or a similar customer-facing role, with a strong focus on delivering a high-quality client experience - Comfortable working with ticketing systems such as Zendesk, Jira, Confluence, or similar platforms - A clear communicator who can translate client-reported issues into well-structured, actionable information - Highly organized and detail-oriented, with the ability to manage multiple requests and priorities simultaneously - Proactive and resourceful, with a problem-solving mindset and a willingness to dig in to understand issues - Collaborative by nature, able to work effectively across Client Success, Engineering, and Operations teams - Curious and eager to learn, especially within a technology or fintech environment Benefits - Competitive base salary - Performance-based bonus - Equity participation - Flexible PTO - Company-funded HSA - 401(k) with match - Paid downtown Nashville parking