Technical Support Specialist

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

📋 Description

• Oversee an incoming queue of support tickets through email and chat, and prioritize technical issues from merchants.

• Deliver clear, friendly, and prompt assistance, occasionally participating in Zoom calls as required.

• Work with engineering to escalate and resolve complex issues.

• Maintain consistent communication with merchants to provide updates and ensure issues are resolved.

• Conduct QA on new features to identify bugs and facilitate smooth launches.

• Assist in updating documentation and the help center to enhance self-service options.

⛳️ Requirements

• 2–4+ years of experience in technical or customer support within a SaaS environment.

• Proficiency in working with Shopify is mandatory.

• Excellent written communication skills.

• Composed, customer-focused attitude.

• Familiarity with tools such as Zendesk, Slack, Linear, and Notion or their equivalents.

• Capability to manage multiple conversations at once while remaining organized under pressure.

• Bonus: experience in eCommerce, subscriptions, or APIs.

🏝️ Benefits

• Remote-first team offering flexible working hours with a strong emphasis on asynchronous work.

• High-impact role where your contributions directly influence our merchants’ success.

• Collaborative, low-ego team culture that prioritizes transparency and trust.

• Competitive salary.

• Equity opportunities.

• Comprehensive benefits package.