Commerce Platform Support Specialist

This is a fully remote position, open to applicants in Canada.

📋 Description

• Configure and provide support for commerce platform services, including offers, product catalogs, pricing, subscriptions, and partner environments.

• Assist with partner and product onboarding, migrations, catalog updates, integrations, and lifecycle management activities.

• Manage operational requests received via tickets, email, and delivery projects.

• Diagnose platform, integration, data, and operational issues in collaboration with Support, Product, QA, and Engineering teams.

• Ensure accurate and consistent information across commerce, billing, provisioning, CRM, and identity systems.

• Create and maintain scripts and basic automation tools.

• Automate repetitive tasks related to validation, reporting, deployment, platform operations, and service delivery.

• Facilitate API integrations, testing, and validation of platform modifications and releases.

• Leverage AI tools for troubleshooting, documentation, process automation, data analysis, and enhancing operational efficiencies.

• Develop and update standard operating procedures, technical documentation, and knowledge-base articles.

• Identify opportunities for process enhancements, reduce manual tasks, and improve operational reliability.

• Engage in technical assessments, small implementation projects, and problem-solving activities.

• Assist with additional assigned tasks or projects.

⛳️ Requirements

• Proven experience in technical support, SaaS operations, commerce platforms, subscription management, service delivery, or a related technical field.

• Familiarity with SaaS commerce, marketplace, billing, provisioning, or subscription management platforms.

• Understanding of SaaS products, subscriptions, product catalogs, billing, provisioning, partner onboarding, and integrations.

• Practical experience in scripting or automation utilizing Python, PowerShell, Bash, or a comparable language.

• Background in APIs, system integrations, testing, and data validation.

• Strong troubleshooting, analytical, and problem-solving capabilities.

• Interest in utilizing AI tools to enhance technical and operational workflows.

• Capability to translate delivery requirements into effective technical solutions and support projects throughout implementation phases.

• Proficient in collaborating with cross-functional technical and business teams.

• An organized, inquisitive, and proactive mindset towards process improvement and automation.

• Excellent written and verbal communication skills in English.

• Experience with Microsoft CSP, Adobe, AWS, Google Cloud, or other cloud partner ecosystems is advantageous.

• Familiarity with DevOps practices, CI/CD pipelines, operational monitoring, onboarding, migration, or platform implementation projects is a plus.

• Certifications related to cloud, scripting, automation, or AI are beneficial.

🏝️ Benefits

• A competitive salary that recognizes your unique skills and contributions.

• Opportunities for career progression and professional growth.

• Flexible work arrangements to promote work/life balance.

• Around-the-clock award-winning customer support available in four languages.

• Commitment to diversity and inclusion.

• Accommodations for individuals with disabilities throughout the hiring process.