Founding Technical Support Engineer
Skills
ShopifySoftware As A ServiceAdoptionContextEnglishHTMLSales
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 2+ years in technical support solutions engineering or implementation within B2B SaaS
- Hands-on experience with at least one major eCommerce platform preferably Shopify
- Ability to read and troubleshoot HTML CSS and JavaScript in a merchant storefront context
- Proficiency with support tooling such as Zendesk or Intercom and CRM systems like Salesforce or HubSpot
- Ability to communicate technical issues clearly to technical and non-technical stakeholders in writing and on calls
- Strong analytical instincts to identify trends and turn data into product insight
- Exceptional written English with clear concise documentation
- Native or near-native English fluency
- Located in EST or willing to maintain EST business hours
- Comfort with EU timezone overlap during onboarding and as needed
- Minimum of 1 year of successful customer support experience in a fast-paced startup
- Ability to thrive under pressure
- Strong organizational skills with experience handling multiple tasks at once
Nice to have
- Team player
- Critical thinker
- Problem solver
- Great interpersonal skills
- Good time management
- Technical curiosity
- Detail oriented
Day to day
- Own end-to-end technical support tickets from triage to root-cause analysis resolution and post-mortem documentation
- Diagnose and resolve integration issues across major eCommerce platforms and storefront configurations with clear technical troubleshooting
- Create and maintain high-quality Help Center content onboarding flows and internal runbooks while partnering with Customer Success Product and Engineering to improve retention and product adoption
Hiring process
- Share with your peers
- Submit first name last name email phone number LinkedIn URL and CV PDF