Technical Support Engineer

Jurni; United States; On-site; USD 90,000 - 140,000; Full time

Job summary

Jurni is seeking a Technical Support Engineer in the United States to own technical questions from initial investigation through resolution. You’ll collaborate with Customer Success, Product, and Engineering to troubleshoot Shopify storefronts, integrations, and third-party apps, and help customers configure Jurni across stores.

You will diagnose issues, reproduce steps, and escalate bugs with clear context, while creating robust documentation to reduce engineering involvement over time.

Qualifications

• 3+ years in technical support, implementation, or similar customer-facing technical role in SaaS/e-commerce
• Strong hands-on experience with Shopify and the Shopify ecosystem
• Comfortable troubleshooting e-commerce storefronts and how products interact (variants, carts, checkout, selling plans)
• Experience troubleshooting integrations (GTM, GA4, Meta Pixel, TikTok, Klaviyo, Yotpo, Okendo, Judge.me)
• Excellent written and spoken English, ability to explain technical problems clearly
• Strong troubleshooting instincts; investigate until understanding the issue
• Highly organized and capable of handling multiple customer issues
• Ability to work independently in a fast-moving startup environment

Responsibilities

• Own incoming technical support requests via Slack and support channels
• Troubleshoot issues across Jurni landing pages, tracking, integrations, and third-party apps
• Reproduce customer-reported issues and classify source (Jurni, Shopify, configuration, third-party)
• Provide reproduction steps and context when elevating bugs to Engineering
• Assist customers with Shopify setup, products, variants, selling plans, Markets, scripts, pixels, and integrations
• Troubleshoot e-commerce integrations for analytics and ads (GTM/GA4, Pixels, TikTok, etc.)
• QA customer implementations and new Jurni functionality before/after launch
• Join customer calls/screen shares to resolve issues live when needed
• Identify recurring issues and collaborate with Product/Engineering to improve the product
• Create and improve internal documentation and Help Center content

Skills

Shopify

Shopify Ecosystem

SaaS

English Proficiency

Customer-facing

Tools

GA4

GTM

Meta Pixel

Klaviyo

Yotpo

Okendo

Judge.me

Job description

We're looking for a Technical Support Engineer who understands e-commerce, enjoys solving technical problems, and can work directly with customers to get issues resolved quickly. You'll sit between our customers, Customer Success, Product, and Engineering, owning technical questions from initial investigation through resolution.

What You'll Do

• Own incoming technical support requests from Jurni customers via Slack and our support channels
• Troubleshoot issues across Jurni landing pages, tracking, integrations, and third-party apps
• Reproduce customer-reported issues and determine whether the problem comes from Jurni, Shopify, configuration, a third-party integration, or the customer's implementation
• Resolve issues independently when possible, and elevate genuine product bugs to Engineering with clear reproduction steps, expected vs. actual behavior, screenshots, URLs, IDs, logs, and other relevant context
• Help customers configure Jurni correctly, including Shopify setup, products, variants, selling plans, Markets, scripts, pixels, and integrations
• Troubleshoot common e-commerce integrations including analytics, advertising pixels, reviews, subscriptions, email/SMS, and consent tools
• QA customer implementations and new Jurni functionality to make sure everything works correctly before and after launch
• Jump on customer calls or screen shares when a technical issue is easier to solve live
• Identify recurring support issues and work with Product and Engineering to improve the product
• Create and improve internal documentation and Help Center articles so common questions can increasingly be solved without Engineering involvement

What We're Looking For

• 3+ years of experience in technical support, implementation, or a similar customer-facing technical role, ideally at a SaaS or e-commerce technology company
• Strong hands-on experience with Shopify and the Shopify ecosystem
• Comfortable troubleshooting e-commerce storefronts and understanding how products, variants, carts, checkout, discounts, selling plans, Shopify Markets, themes, and third-party apps interact
• Experience troubleshooting integrations such as GTM, GA4, Meta Pixel, TikTok, Klaviyo, Yotpo, Okendo, Judge.me, or similar e-commerce tools
• Excellent written and spoken English, with the ability to explain a technical problem clearly to both a marketer and an engineer
• Strong troubleshooting instincts. You don't immediately elevate something because it "doesn't work"; you investigate until you understand what's actually happening
• Highly organized and comfortable managing multiple customer issues at once
• Comfortable working independently in a fast-moving startup environment

Nice to Have

• Previous experience at a Shopify, e-commerce, or SaaS technology company
• Familiarity with e-commerce, marketing, analytics, experimentation, and customer engagement tools commonly used by online brands
• Experience troubleshooting tracking, attribution, analytics, pixels, conversion flows, or third-party applications
• Experience working directly with e-commerce brands, agencies, marketers, or performance teams

What Success Looks Like

You'll be successful in this role when:

• Customers get fast, accurate answers without unnecessary back-and-forth
• Most technical support issues are investigated and resolved without requiring Engineering
• When Engineering is needed, tickets arrive with everything required to reproduce and understand the problem
• You become deeply knowledgeable about Jurni, Shopify, and the e-commerce stack surrounding our customers
• Recurring support problems turn into better documentation, processes, or product improvements
• Customers feel like they're speaking with someone who genuinely understands their e-commerce setup, not someone reading from a support script

Why Join Jurni

We're a fast-moving team building the infrastructure for how commerce works in an AI-driven world. This is a builder's seat: our support function is still being shaped, and you'll have real input into how it's done. You'll have direct access to founders and engineering, real ownership over your area, and equity in a company growing quickly with some of the best brands in e-commerce.