Support Engineer

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

📋 Description

• Leverage your technical skills and customer service acumen to address inquiries and resolve issues for our online merchants.

• Clearly articulate information in writing to both technical and non-technical stakeholders.

• Occasionally make outbound calls to gather context quickly when issues arise.

• Identify technical problems and assist merchants in finding solutions to enhance their subscription experience.

• Educate merchants about our features and functionalities, ensuring they have the necessary tools for success and growth.

• Recognize patterns and recurring challenges, filter out irrelevant noise, and escalate genuine bugs to engineering with the necessary context for swift action.

• Work daily within Intercom, adapting as required (familiarity with Intercom is a significant advantage).

• Collaborate with colleagues in our swarm support model to resolve issues efficiently as a cohesive team.

• Become a product expert for our merchants, maintaining an in-depth understanding of the platform and staying updated on new releases.

• Contribute towards individual, team, and organizational objectives.

• Uphold and promote our core values: Accountability, Collaboration, Iteration, and Attention to Detail.

⛳️ Requirements

• Over 2 years of experience in technical customer support within a SaaS environment, preferably related to the Shopify ecosystem.

• Proficiency in using a ticketing system, ideally Zendesk or Intercom (HelpScout or similar platforms are also acceptable).

• Exceptional written and verbal communication skills, capable of simplifying complex concepts and engaging warmly with customers.

• A problem-solving attitude, demonstrating resourcefulness, curiosity, and a willingness to seek assistance when necessary.

• A sense of urgency and the capability to prioritize tasks based on their severity, with genuine satisfaction in exceeding expectations.

• Comfort with ambiguity and the ability to adapt to shifting priorities in a dynamic environment.

• A collaborative spirit: courteous, patient, calm, and professional even during high-pressure situations.

• Basic understanding of HTML, CSS, and JavaScript (knowledge of additional languages is a bonus).

• Familiarity with tools like Splunk, SQL, and Looker (or a strong desire to learn them).

• Willingness and enthusiasm to work flexible hours, including remote collaboration across different time zones.

🏝️ Benefits

• Medical, dental, and vision insurance plans.

• Retirement plan with employer contributions.

• Flexible Time Off policy.

• Paid Parental Leave.

• Monthly stipends for Remote Life and Merchant support.