About the Role
We are hiring Technical Support Specialists to support a fast-growing global SaaS platform in the eCommerce space. This role focuses on resolving customer issues through strong communication, structured troubleshooting, and critical thinking.
This is a Tier 1.5 support role, combining customer-facing support with light technical investigation. You will work closely with customers to diagnose issues, interpret system behavior, and provide clear, effective solutions.
What You’ll Do
- Provide technical support via chat and ticketing systems
- Troubleshoot customer issues by gathering information, replicating problems, and identifying root causes
- Interpret API responses (e.g., status codes, errors) to assist in debugging
- Read and understand JSON data structures to support issue analysis
- Communicate technical issues clearly to non-technical users
- Collaborate with internal teams (Product, Engineering) when escalation is needed
- Contribute to documentation and process improvements
What We’re Looking For
- 2–4 years of experience in technical support (SaaS, eCommerce, or similar environments)
- Experience troubleshooting technical issues, not just handling basic customer inquiries
- Strong written and verbal English communication skills
- Strong problem-solving and critical thinking ability
- Experience using ticketing/helpdesk tools (Zendesk, Freshdesk, ServiceNow, etc.)
Technical Expectations
- Basic understanding of APIs (e.g., status codes like 200, 401, 404)
- Ability to read and interpret JSON structures
- Comfortable working in a technical environment and learning new tools
Nice to Have
- Experience with API tools (Postman, Insomnia)
- Familiarity with webhooks or integrations
- Experience supporting eCommerce platforms (e.g., Shopify)
- Basic understanding of code (Python, JavaScript)
What Success Looks Like
- You can troubleshoot issues beyond scripts and identify root causes
- You communicate clearly and confidently with customers
- You are proactive, curious, and comfortable working with technical concepts
- You balance customer experience with technical accuracy
Why Join Us
- Work with a global SaaS company supporting thousands of eCommerce businesses
- Exposure to modern tools, APIs, and system integrations
- Opportunity to grow into more technical or advanced support roles over time
Job Type: Full-time
Pay: $20,000.00 - $25,000.00 per month
Work Location: Remote
