Remote SaaS Support Engineer – Shopify Apps

Freshly Commerce Inc.; United States; A distancia; USD 65.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Annual raises

Workspace stipend

Flexible hours

Flexible vacation policy

Descripción de la vacante

Freshly Commerce Inc. is hiring a dedicated technical support specialist for a fully remote, international team. You’ll own support tickets end-to-end, debug frontend issues, and become the go-to expert on how our Shopify-focused apps interact with APIs and merchants.

You’ll collaborate with engineers and marketing to improve UX, document fixes, and escalate when necessary. Candidates should thrive in async environments and deliver thoughtful, timely help to merchants worldwide.

Formación

• Proven SaaS or tech support experience in a fast-paced environment.
• Familiarity with Help Scout or similar ticketing systems.
• Hands-on knowledge of HTML/CSS basics and browser tools.
• Experience reading API documentation and troubleshooting integrations.
• Strong debugging skills and cloud browser tools experience.

Responsabilidades

• Support merchants via email and video recordings with clear, helpful guidance.
• Troubleshoot technical issues and make judgment calls on escalation.
• Document learnings and share insights with product/engineering teams.
• Stay calm during product changes and adapt quickly in a remote async setup.
• Prioritize tasks effectively and collaborate with teammates for fast resolutions.

Conocimientos

Technical support

Help Scout

Front-end basics

REST APIs

GraphQL exposure

Chrome DevTools

API docs reading

Browser debugging

HTTP/DNS knowledge

Customer support

Herramientas

Help Scout

Descripción del empleo

Freshly Commerce Inc. is hiring a dedicated technical support specialist for a fully remote, international team. You’ll own support tickets end-to-end, debug frontend issues, and become the go-to expert on how our Shopify-focused apps interact with APIs and merchants.

You’ll collaborate with engineers and marketing to improve UX, document fixes, and escalate when necessary. Candidates should thrive in async environments and deliver thoughtful, timely help to merchants worldwide.