Technical Support Specialist

Freshly Commerce Inc.; United States; Remote; USD 65,000 - 90,000; Full time

Benefits offered by this job

Annual raises

Workspace stipend

Flexible hours

Flexible vacation policy

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Technical support

Help Scout

Front-end basics

REST APIs

GraphQL exposure

Chrome DevTools

API docs reading

Browser debugging

HTTP/DNS knowledge

Customer support

Tools

Help Scout

Job description

Headquarters: Waterloo, Canada
URL: https://careers.freshlycommerce.com/

At Freshly Commerce, we're on a mission to build the logistics brain for commerce. Today, we help 25,000 Shopify brands simplify gnarly workflows like inventory, bundling, and order fulfillment (for even the world's largest brands like Sennheiser, Godiva, YAMAHA, and Stanley Drinkware). Tomorrow, we'll deliver intelligent automation that feels like an on-site operations team so merchants can focus on building their brand.

We're a fully-remote and bootstrapped company with teammates around the world. We love what we do and love who we build for. We're a small team of 9 (3 Support specialists) who amplify each other's work by working closely together: dev with support, support with marketing, and so on. We're curious, kind, scrappy yet rigorous, and highly intentional. If this sounds like the type of team you'd like to be a part of, we'd love to hear from you.

About this role

In this role, you'll have significant ownership of your work, make impactful decisions daily, and report directly to the founders. This is a full-time remote position open to candidates in all timezones.

Support is the foundation of everything we do. Our apps have consistently maintained high ratings on the Shopify App Store because our support team genuinely cares about helping merchants succeed. As one of our early support hires, you'll get to know our products inside and out and become a go-to expert on how things work under the hood.

We hire slowly and keep the bar high, so the people you work with every day will be some of the best you’ve worked with. You'll be joining a small but growing support team, where we all wear many hats. You'll need strong troubleshooting instincts, a curious mind, and a willingness to get into the weeds. You should feel comfortable making judgment calls on UX or product questions, and know when something needs to be escalated. There's plenty of room to grow with us.

What we're looking for

• Somone who fixes the process while you’re fixing the ticket.
• Someone who's comfortable diving into technical issues and can confidently support merchants over email and through clear, helpful video recordings.
• A strong track record in customer-facing roles, with a focus on delivering thoughtful, efficient support. You listen closely, ask the right questions, and know how to turn a frustrating situation into a positive experience.
• Good judgment around what needs to be escalated and what doesn't. You'll know when to loop in teammates and how to make that handoff seamless for the merchant.
• An eye for patterns and the ability to turn merchant feedback into actionable insights for our product and engineering teams.
• The ability to prioritize effectively. You can assess what's urgent, what's important, and what can wait, especially when everything feels like it needs attention.
• Comfort with change. You stay calm when the product evolves and enjoy picking up new knowledge as you go.
• A team-first mindset. You jump in to support others, document what you've learned, and share what's working so we can all move faster together.
• Strong communication skills, especially in writing. You know how to keep things clear, friendly, and easy to follow, whether you're talking to a merchant or a teammate.
• Natural troubleshooting instincts. You enjoy working on tricky issues and figuring out what's actually going on, not just treating the symptoms.
• Great attention to detail. You care about getting the small things right, because they add up to a better experience.
• A curious mind. You're always learning, always testing, and a few steps ahead.
• The ability to explain complex ideas in a simple way, especially for merchants who aren't technical.

Experience

• Previous 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, especially 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

Bonus experience

• Shopify theme development and Liquid: Knowing how themes interact with app blocks, line item properties, and cart/checkout logic helps when diagnosing visual or UX issues on merchant stores.
• Understanding of Shopify's admin and storefront APIs: Familiarity with how Shopify's APIs behave (especially in headless or custom setups) can be useful when troubleshooting sync issues, metafields, or app-triggered updates.

Beyond expertise, success in this role means embodying 3 core values

1. Resourcefulness: You're relentlessly resourceful and always find ways to achieve the highest standards of quality. You know where to look and whom to consult when faced with challenges.
2. Ownership: You take complete ownership and pride in your work. This means deeply understanding our existing and prospective merchants, as well as our product.
3. Communication: You're clear, thoughtful, and intentional in how you communicate with both merchants and teammates. You surface issues early, share relevant context, and keep things moving without needing constant follow-up.

We're async by default

If you've ever ended a day of back-to-back meetings wondering when you were supposed to get any actual work done, we get it. We've been there. We've built a culture that protects time, encourages focus, and trusts you to do great work without constant check-ins.

We meet once a week for 30 min on Mondays. The rest of the time, we default to async: clear Slack threads, thoughtful Looms, and shared docs.

Perks & compensation

• Competitive salary + annual pay increases.
• $1,000 annual workspace stipend for laptop, headphones, or that standing desk you've been eyeing.
• Flexible hours. Work when you're most productive. We just ask for ~4 hours of overlap with Eastern Time (9 am to 5 pm EST).
• Flexible vacation policy. Take the time you need, no arbitrary caps.

Our interview process

• Application & short demo video: Submit your application plus the two-minute recorded screen-share. Both founders watch every submission, so take the chance to show how you think, not just what you click.
• Conversation with the co-founders (30 min): Meet Lichen (CEO) and Basil (CTO). We'll talk about projects you've worked on, how you approach support and problem-solving, and what kind of work energizes you.
• Paid take-home assignment: We'll send you a real-life merchant scenario to work through and pay you $100 USD for your time.
• Reference chats: We'll speak with two people you've worked with to understand your collaboration style and strengths.
• Offer: If it's a match, we move quickly, answer any final questions, and welcome you to the team.