Remote Shopify Technical Support Engineer (SaaS)

Fresh Prints LLC; United States; Remote; USD 60.000 - 100.000; Vollzeit

Benefits dieser Stelle

Competitive salary and equity packages

Flexible vacation and PTO

Zusammenfassung

Intelligems is seeking a Technical Support Engineer to help ecommerce clients understand, use, and troubleshoot our optimization platform. You'll report to the Support & Implementation Manager and interact daily with customers via email, Slack, and chat to resolve issues and deliver an outstanding customer experience.

You will become a product expert, manage 20–30 conversations, and collaborate with product, tech, and ops to identify trends and improve the platform.

Qualifikationen

• Proven experience in technical/customer/merchant support or a related role.
• Experience in e-commerce (Shopify), SaaS, or analytics.
• Excellent communication and problem-solving skills.
• You love helping people and can think on your feet.
• Comfortable wearing many hats and juggling priorities.

Aufgaben

• Deliver a best-in-class customer experience by responding promptly to customer inquiries and troubleshoot issues.
• Become a product expert so you can answer questions quickly and accurately.
• Manage 20–30 open customer conversations at a time.
• Own follow-ups and ensure all tickets are resolved in a timely manner.
• Collaborate with internal teams on escalated or complex issues.
• Spot trends in support issues and share insights with product, tech, and ops.
• Contribute to internal knowledge-sharing (documentation, training, etc.).

Kenntnisse

Technical support

Communication

Multitasking

Weekend support

Tools

Tableau

Looker

SQL

Jobbeschreibung

Intelligems is seeking a Technical Support Engineer to help ecommerce clients understand, use, and troubleshoot our optimization platform. You'll report to the Support & Implementation Manager and interact daily with customers via email, Slack, and chat to resolve issues and deliver an outstanding customer experience.

You will become a product expert, manage 20–30 conversations, and collaborate with product, tech, and ops to identify trends and improve the platform.