Key skills
JavaScriptSQLRPostmanShopifyWooCommerceBigCommerceSaaSCommunication
About this role
Role Overview
- Investigate technical issues escalated from our CX team.
- Review API logs, webhook events, and internal monitoring tools.
- Act as a Tier 2 escalation point for issues such as:
- API errors
- Webhook failures
- Customs or documentation questions
- Stripe disputes
- Carrier claims (lost/damaged parcels)
- Label regeneration & shipping rule misconfigurations
- Become a subject-matter expert (SME) in a product area (e.g., Automations, APIs, Integrations).
- Work cross-functionally with Product, R&D, Account Managers, CSMs, and Ops to troubleshoot merchant issues.
- Join merchant calls when a technical specialist is needed for clarification or support.
- Create and maintain documentation, internal guides, and Knowledge Base articles.
- Contribute to process improvements that help reduce ticket volume and improve the support experience.
Requirements
- 2-3+ years in Technical Customer Support, ideally in SaaS, e-commerce, or logistics.
- Strong working knowledge of:
- APIs & webhooks (authentication, error codes, debugging)
- E-commerce platforms (Shopify, BigCommerce, WooCommerce)
- Payments & disputes (Stripe or similar)
- Shipping & logistics (carriers, customs docs, duties/taxes)
- Excellent communication skills
- able to explain technical concepts clearly.
- Proficiency with tools such as SQL, Postman, JavaScript, JSON, Shopify, or basic HTML/CSS.
- Empathetic and solution-oriented approach to customer interactions.
- Ability to manage escalations and coordinate with multiple teams.
- Strong organisational and time-management skills in a fast-paced environment.
Tech Stack
- JavaScript
- SQL
Benefits
- Competitive base salary.
- Stock options in a high-growth startup.
- Competitive PTO with public holidays additional.
- Private Health.
- Pension.
- Wellness benefits.
- Gym and wellness benefits.
- Mental health benefits.
- Quarterly team offsite budget.
- Thursday happy hour.
- Breakfast Mondays.