Technical Support Agent

What You'll Need

Education & Background:

• Required: Educational background in Information Technology (focused on Software, Systems, or Computer Science rather than hardware).
  
• Required: Proven experience in technical support, specifically involving API troubleshooting and debugging.
  
• Experience in a SaaS support environment is highly beneficial.
  
• Familiarity with the Shopify ecosystem or other e-commerce platforms is highly desirable.
  

In this role, you will:

• Respond to customer inquiries via email, chat, and other communication channels.
  
• Troubleshoot and resolve issues involving API debugging and web platforms (e.g., Shopify, Stripe).
  
• Retrieve and analyze payloads to identify root causes of failed requests.
  
• Thrive in a dynamic e-commerce landscape where product features, shipping rules, and customs requirements are subject to frequent changes.
  
• Log and manage support tickets with high accountability and attention to detail.
  
• Collaborate with engineering teams by identifying not just what is malfunctioning, but why.
  
• Contribute to internal knowledge bases and support documentation.