Technical Solutions Specialist

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

📋 Description

• Act as the main technical liaison for clients who are implementing order tracking solutions.

• Gain an understanding of clients' ecommerce platforms, order management workflows, fulfillment processes, and tracking data needs.

• Assist with integrations involving ecommerce platforms, order management systems, fulfillment partners, shipping carriers, and relevant technology providers.

• Set up, test, validate, and launch order tracking integrations in collaboration with Implementation and Engineering teams.

• Convert client business needs into technical workflows, documentation, and implementation strategies.

• Diagnose issues related to order data, shipment updates, tracking events, data feeds, APIs, or platform configurations.

• Oversee order tracking performance reporting and pinpoint data gaps, failures, inconsistencies, and other concerns.

• Analyze reporting trends to foresee client or platform-specific challenges.

• Investigate and remedy tracking performance issues in collaboration with brands.

• Work with Product, Engineering, Support, and Implementation teams to identify root causes and ensure prompt resolution.

• Communicate the status of issues, their impact, next steps, and timelines to internal stakeholders and client contacts.

• Document recurring issues, technical insights, and resolution strategies.

• Cultivate trusted relationships with client stakeholders across ecommerce, operations, digital, customer experience, and technical teams.

• Offer technical guidance and best practices for optimizing order tracking capabilities.

• Assist in technical check-ins, performance evaluations, account planning, renewals, expansions, and strategic account growth.

• Represent the internal voice of the client regarding integrations, feedback, challenges, and product requirements.

• Identify enhancements to order tracking functionality, reporting, integrations, and client workflows.

• Collaborate with Product and Engineering on future order tracking features.

• Convert client feedback and technical challenges into product requirements or suggestions for enhancements.

• Assist with testing, validation, and deployment of new order tracking features.

• Provide technical expertise during pre-sales, onboarding, implementation, renewal, and expansion discussions.

• Maintain documentation of client configurations, technical requirements, known issues, reporting insights, and action plans.

• Enhance internal processes, playbooks, reporting workflows, implementation materials, and client-facing documentation.

• Ensure seamless transitions between internal teams throughout the client lifecycle.

• Report directly to the SVP of Sales.

⛳️ Requirements

• Minimum of 3 years of experience in technical account management, implementation, customer success, solutions consulting, support engineering, sales engineering, ecommerce operations, or a similar technical client-facing role.

• Proficiency with ecommerce platforms such as Shopify, Salesforce Commerce Cloud, Magento, BigCommerce, WooCommerce, or comparable systems.

• Understanding of order management systems, warehouse management systems, shipping carriers, fulfillment providers, or post-purchase customer experience tools.

• Familiarity with APIs, webhooks, data mapping, reporting dashboards, tracking events, or data validation.

• Strong technical skills related to APIs, data feeds, integrations, platform configurations, and system workflows.

• Capable of analyzing performance reports, recognizing trends or anomalies, and translating insights into actionable next steps.

• Excellent troubleshooting and problem-solving abilities across diverse systems or stakeholders.

• Outstanding communication skills for conveying technical concepts to both technical and non-technical audiences.

• Demonstrated ability to manage multiple client accounts, priorities, escalations, and projects at once.

• Experience working collaboratively across functions with Sales, Customer Success, Product, Engineering, and Implementation teams.

• Highly organized and detail-oriented, comfortable documenting technical workflows, issues, and solutions.

• Preferred background in SaaS, retail technology, logistics technology, ecommerce enablement, or post-purchase experience platforms.

• Experience contributing to product feedback, feature discovery, or technical solution design is preferred.

• Ability to leverage data and client feedback to suggest product or process improvements is preferred.

• Willingness to adhere to standard work hours from 10:00am–3:00pm MT Monday–Friday, with remaining hours coordinated and approved by the manager.

🏝️ Benefits

• Competitive compensation.

• Potential to earn bonuses through the Company performance plan.

• Annual merit increases.

• Medical, dental, and vision insurance for employees, with coverage available for eligible dependents.

• Flexible spending accounts (FSA).

• Health savings accounts (HSA).

• Life insurance coverage.

• Short- and long-term disability benefits.

• Up to 15 weeks of paid parental leave for full-time employees.

• 401(k) plan with a generous employer match that is immediately vested.

• Flexibility to work from anywhere within the Continental USA.

• Fully remote work arrangement.

• Flexible working hours with manager approval.

• Exclusive incentive purchase programs offered by clients to EV employees.