Technical Support Specialist II
Remote Position - United States or Canada
At our company, we are dedicated to empowering brands to craft exceptional e-commerce experiences while fostering a culture of inclusivity and innovation. Since our inception in the Winter 2018 batch of Y-Combinator, we've experienced remarkable growth, guided by a commitment to diversity and remote work excellence.
About Us
Our company is a fully remote organization, embracing a global talent pool to inform our products and culture. With significant investment backing, including a recent Series C funding of $67.5M, we're scaling at an unprecedented rate. Our investors, such as Insight Partners, Initialized Capital, Accel, VMG Partners, and Y Combinator, share our vision for creating unparalleled e-commerce solutions.
What You'll Do
As a Technical Support Specialist II, you'll play a pivotal role in ensuring our customers' success by troubleshooting and resolving technical issues. Ideal candidates possess a front-end web development background, coupled with a keen eye for problem-solving and a dedication to customer satisfaction.
Diagnose and resolve technical issues promptly.
Collaborate with Engineering teams to address software bugs and suggest enhancements based on customer feedback.
Create and maintain comprehensive documentation of common issues and solutions to enrich our knowledge base.
Partner with the product development team to convey customer feedback and propose product enhancements.
What You'll Bring
Minimum 2 years of professional experience in technical support roles, with a focus on diagnosing and resolving technical issues related to CSS, JS, and HTML.
Familiarity with Liquid template language and e-commerce platforms such as Shopify and BigCommerce.
Proficiency in ticketing and customer support tools, preferably JIRA and Intercom.
Experience documenting technical processes and solutions, with the ability to communicate technical concepts to non-technical users.
Compensation
US Pay Range: $67,175 - $90,875 USD
Canada Pay Range: C$61,900 - C$72,825
Note: Final job level and compensation will be determined based on various factors, including relevant work experience, skills, qualifications, certifications, and geographic location.
A Note to Future Team Members
We understand that the confidence gap and imposter syndrome can sometimes deter potential candidates. If you possess relevant skills not reflected in your resume, we encourage you to apply and share more in an optional cover letter. We are committed to building a diverse, inclusive, and equitable workplace where everyone feels valued and respected.
What We Offer
Competitive salary
Comprehensive healthcare, vision, and dental coverage for you and your dependents
Retirement plans with matching contributions
Generous parental leave policy
Stock options
Company-sponsored off-sites
Reimbursement for home office setup and productivity tools
Co-working space reimbursement
Paid time off, sick leave, holidays, and Shogie appreciation days
Learning and development opportunities
Mental health and wellbeing support
Remote work flexibility
Our Values
Work in the open: We prioritize transparency and operate with integrity, welcoming diverse feedback.
People are People: We believe in treating everyone with respect and seek to understand our teammates and clients through open communication.
Win and grow together: As a unified team, we celebrate each other's successes and support one another's growth.
Biased to Action: We value agility and ownership, delivering value to our team and clients through iterative and rapid progress.
Our company supports workplace diversity and is committed to creating an inclusive environment where individuals of all backgrounds can thrive. We do not discriminate on the basis of race, color, religion, gender identity/expression, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, physical or mental disability, or any other protected class.
Please note that we are interested in every qualified candidate eligible to work in the mentioned location(s) without requiring employment visa sponsorship.
Employment Type: Full-Time
Salary: $ 67,175.00 90,875.00 Per Year
