Associate Technical Support Engineer - Remote

Overview

As an Associate Technical Support Engineer, you will support customers and deliver a world-class support experience while working closely with store owners to troubleshoot and resolve issues.

In Short

• Provide technical support to online merchants.
• Communicate effectively with both technical and non-technical users.
• Utilize a live chat approach for customer queries.
• Conduct occasional outbound phone calls for context gathering.
• Identify patterns and escalate bugs to engineering.
• Contribute to documentation and best practices.
• Stay updated on product releases.
• Collaborate with team members for timely issue resolution.
• Champion company values: Accountability, Collaboration, Iteration, and Details.

Requirements

• Experience with ticketing platforms like HelpScout or Zendesk.
• Resourcefulness and problem-solving skills.
• Strong communication skills in English.
• Ability to work remotely and flexible shifts.
• Basic knowledge of HTML, CSS, JavaScript.
• Experience in technical customer support in a SaaS environment.
• Ability to prioritize issues based on severity.
• Team-oriented attitude with a professional demeanor.
• 2+ years of experience in a similar role.

Benefits

• Medical, dental, and vision plans.
• Retirement plan with employer contribution.
• Flexible Time Off.
• Paid Parental Leave.
• Monthly Remote Life and Merchant stipends.