Our client is building a suite of tools to help high-growth e-commerce brands grow even faster. Their focus is on creating a large suite of tools for Shopify, the go-to platform for e-commerce brands.

They are executing an ambitious strategy to build and acquire Shopify apps under a single software platform using shared resources creating the ability to cross-sell on apps within this ecosystem. This suite of tools will come in the form of a portfolio of Shopify apps that each solve a unique problem for the many innovative brands that utilize Shopify.They are also acquiring existing, high potential Shopify apps, improving them, and expanding them.

They are looking to hire talented people who are highly motivated and eager to shape their company’s culture at this early stage.They are well-funded, backed by several top venture capital firms and well-known angels, as well as led by a team of seasoned veterans from well-known startups and large tech companies. 

ABOUT THE ROLE

We are looking to hire a Technical Support Engineering Lead. This role will lead a growing team of engineers who help resolve client issues that require technical expertise beyond what can be handled by Customer Success Reps. Additionally, the role will involve creating tools, libraries, and documentation to facilitate supporting merchant needs including building self-service tools for the Customer Experience team. We are looking for individuals who will come in and show high cognitive ability, deep domain expertise, and excitement to help shape a strong team culture.

SPECIFIC RESPONSIBILITIES

● Gain deep expertise in how our client’s suite of apps work

● Lead team of Technical Support Engineers

● Work with Customer Success team to understand merchant needs

● Provide support for technical issues experienced by merchants including debugging problem app integrations and interactions

● Act as liaison between Customer Success and Technology teams, escalating issues, identifying opportunities, implementing process, and recommending process and product improvements

● Build tools that empower teams including self-service tools for the Customer Success team

● Write documentation and guides for both internal users and merchants

● Participate in Technology team discussions, code reviews, and planning

● Have tons of Startup energy

WORK EXPERIENCE AND REQUIREMENTS:

● Experience as a Support Engineer, QA Engineer, Integration Engineer, IT Support or other client facing technical role

● Led a team of other engineers, either officially or unofficially

● JavaScript, HTML, & CSS w/common libraries

● JQuery, Bootstrap, & other popular front-end libraries

● Cross-Browser & Cross-Device/Responsive development

● Excellent Debugging, Troubleshooting, & Testing skills

● Comfort with RESTful Services, GraphQL, and APIs

● Comfort with SQL databases and writing queries

● Shopify, liquid templating, and theme development experience a big plus

● Comfort with the Linux command-line & common tools a big plus

● Excellent analytical, communication, & problem solving skills a must

BENEFITS: