Technical Support Engineer

Full-Time Remote Contractor | Open to talent in LATAM

About us

We are an innovative B2B eCommerce enablement platform on a mission to make B2B eCommerce simpler for merchants. Since launching in 2021, our product has helped 3,500+ brands grow their B2B operations worldwide.

Our customer base spans an exciting spectrum—from fast-growing startups and small retailers right through to well-known global brand names. Our product has evolved quickly and continues to be received exceptionally well, with a powerful feature set that is constantly innovating to support our mission.

Role Summary

The Technical Support Engineer is responsible for providing exceptional support to our customers, resolving technical issues efficiently, and ensuring every interaction drives customer confidence and success.

Reporting to the CEO and working closely with both the Technical Onboarding and Onboarding & Activation teams, this role combines problem-solving, communication, and technical understanding to deliver outstanding customer experiences. You will help manage the daily support queue, triage and resolve technical issues, assist in implementation tasks, and identify opportunities to improve product documentation and processes. As you develop in the role, you will also take on more advanced responsibilities—from assisting with theme installs to supporting customers with complex integrations and troubleshooting.

Role Responsibilities

Customer Support

Manage incoming customer queries via Intercom, ensuring all are responded to and resolved within SLA timeframes (including Enterprise accounts).
Handle a wide range of issues—from simple “how-to” questions to complex technical investigations requiring code awareness and product expertise.
Escalate issues to the Technical Onboarding or Development teams when additional technical investigation is required, ensuring clear context and handovers.
Deliver a positive and professional experience in every interaction, reinforcing our brand and reliability.

Technical Troubleshooting & Implementation

Assist the Technical Onboarding team with implementation requests such as theme installs, store configuration, and testing.
Support onboarding customizations (where agreed) to ensure customers can go live successfully and their store setup meets requirements.
Develop a deep understanding of eCommerce platforms (e.g., Shopify) and our integrations, becoming confident in identifying and troubleshooting common setup issues.
Contribute to resolving Tier 2 technical issues and coordinate with the development team when deeper investigation is required.

Documentation & Continuous Improvement

Identify recurring customer queries or friction points and propose improvements to internal processes, product features, or documentation.
Contribute to maintaining and improving our help documentation, FAQs, and onboarding resources to empower customer self-service.
Collaborate with the wider support and onboarding teams to ensure consistent communication and best practices are followed.

Measures of Success

All customer queries responded to within SLA targets (e.g., first response within 1 hour).
High resolution rate within the first customer interaction.
Consistently high customer satisfaction (CSAT) scores from support interactions.
Reduction in repeat or recurring issues through improved documentation and process updates.
Timely and accurate completion of technical implementation tasks.
Consistent demonstration of a strong understanding of how our platform works from a technical and end-customer perspective.

Skills & Experience

1–2+ years of experience in technical or SaaS customer support.
Familiarity with web technologies (HTML, CSS, JavaScript, or Shopify Liquid experience is a big plus).
Strong problem-solving and communication skills, with the ability to demonstrate critical and out-of-the-box thinking.
High attention to detail and the ability to manage multiple conversations simultaneously.
Comfortable using modern tools such as Intercom, HubSpot, and Google Meet.
A passion for helping customers and continuously improving operational processes.

Work Location & Schedule

Location: Fully remote (Open to candidates in LATAM.
Employment Type: Full-time contractor.
Hours: Working US time Zone

64576878680 -Technical Support Engineer