Remote Technical Support Specialist (SaaS & Frontend)

Inclusively Remote; United States; Remote; USD 70,000 - 95,000; Full time

Benefits offered by this job

Competitive salary

Annual raise

Workspace stipend

Flexible hours

Flexible vacation

Job summary

Freshly Commerce is seeking a technical support specialist for a fully remote role, reporting to the founders. You will own your work, help merchants, and become an expert on our products. The role is open to candidates in all timezones, with async-first collaboration.

You will join a small, growing support team and contribute to building a best-in-class customer experience across Shopify-related workflows, with opportunities to influence product decisions and troubleshooting practices.

Qualifications

• Experience in technical support at a SaaS or tech company.
• Familiarity with HelpScout or other ticketing systems.
• Hands-on knowledge of front-end development (HTML, CSS, browser dev tools).
• Working understanding of REST APIs and common data formats like JSON or XML.
• Comfort with debugging using Chrome DevTools for browser or front-end issues.
• Knowledge of how HTTP and DNS work.
• Experience reading API documentation and troubleshooting third-party integrations or custom app setups.
• Some exposure to GraphQL APIs.

Responsibilities

• Provide technical support to merchants via email and video recordings.
• Deliver thoughtful, efficient support and turn frustration into positive experiences.
• Escalate issues when necessary and ensure seamless handoffs to teammates.
• Identify patterns in merchant feedback to inform product and engineering.
• Prioritize issues and adapt to product evolution with a curious mindset.

Skills

Technical support

HelpScout

Front-end knowledge

REST APIs

JSON/XML

Chrome DevTools

DNS basics

API documentation

GraphQL exposure

Tools

HelpScout

Chrome DevTools

Shopify APIs

GraphQL

Job description

Freshly Commerce is seeking a technical support specialist for a fully remote role, reporting to the founders. You will own your work, help merchants, and become an expert on our products. The role is open to candidates in all timezones, with async-first collaboration.

You will join a small, growing support team and contribute to building a best-in-class customer experience across Shopify-related workflows, with opportunities to influence product decisions and troubleshooting practices.