Support Engineer (Shift 2)

Posted Jan 8


In a Support Engineer role based remotely in our Customer Success team, youll be responsible for supporting our customers and delivering a world-class support experience. Youll work closely with store owners to troubleshoot and resolve issues via email, chat, and occasional phone calls.

This position will be Second Shift (12:00PM - 9:00 PM PST).

What you'll do

  • Live by and champion our values: #day-one, #ownership, #empathy, #humility.
  • Use your technical expertise and customer service skills to resolve questions and issues for our online merchants.
  • Communicate clearly in writing to both technical and non-technical people.
  • Document and build new tools to improve support flows.
  • Identify patterns, recommend improvements, and filter out unimportant issues.
  • Author documentation for our customer-facing Help Center.
  • Assist with successful on-boarding of new customers.

What you'll bring

  • 2+ years of experience in technical customer support at a SaaS company, or similar
  • Proficiency with aticketing technology platform: i.e. HelpScout, Zendesk preferred
  • Resourcefulness: you'll figure out what needs to be done, and you find ways to make it happen
  • A passion for problem solving: an excitement for a tricky problem or a new challenge
  • A sense of urgency and a satisfaction from going above and beyond to provide solutions
  • An exceptional eye for detail and excellent organizational and communication skills
  • Ability to work remotely and desire to make an impact at a high growth company
  • Excellent customer service and English fluency (written and spoken)
  • A winning as a team attitude and apolite, patient, caring, calm and professional demeanor
  • Basic knowledge of HTML, CSS, Javascript (knowledge of other programming languages a plus)
  • Ability to work flexible shifts



Misc Info For This Position:

Remote Mix: 100% Remote

Job Type: Full-Time

Regional Restrictions: Anywhere Only


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Santa Monica,CA
United States

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Job Info:
100% Remote
Full-Time
Anywhere


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