Customer / Tech Support Engineer (Remote)

Customer / Tech Support Engineer JD

We are looking for a Customer Support Engineer/Tech Support Engineer who will be solving high-priority customer technical issues in a fast-paced environment. The support team is the foundation of everything the company does, and we take the role of supporting our merchants seriously. This is a highly cross-functional role; you'll work closely with company’s merchants to uncover their business goals and then coach them on the best ways to use the company website to achieve them. Your role would involve explaining technical concepts, providing support for overall systems testing and implementation into the production, and creating and improving documents that help customers solve their problems. If you are someone who enjoys solving merchants' technical problems, we want to hear from you.

What You’ll Do:

Participate in requirement, design discussions, and come up with solutions according to functional specifications

Develop in-depth product expertise as a master Fulfil user and teacher

Translate highly complex business requirements into technical solutions through efficient design and using appropriate tools and technologies

Technical support and troubleshooting production issues and solution implementation

Collaborating with the product team to share customer feedback, ensuring we continue to learn and improve our product and processes

Identifying and resolving application issues, providing feedback for product improvements and overall direction

Proactively identify areas of improvement and talk to our customers to ensure they are getting the most out of the product

Involved in other programming and documentation including API references, guides, and tutorials

Take an analytical approach to tracking points of friction for users, and then work with other teams to make those parts of our platform better

Requirements

We’re Looking for Someone With:

Demonstrated proficiency with Python and SQL

Relevant experience in working with eCommerce industry APIs e.g. Shopify, Magento, shipping carriers (e.g. USPS, DHL, FedEx etc), and Payment platforms

Ability to adapt and write high-quality code that will be peer-reviewed.

Familiarity with code versioning tools like GIT.

Experience in working with web services i.e. HTTP, REST, JSON

Superior interpersonal and customer support skills to provide excellent service