Customer Support Engineer

About the role

Join our Customer Support team in shaping the future of AI-powered shopping experiences across our global software platform. The Company You’ll Join At Rebuy, we're on a mission to revolutionize shopping with intelligent, personalized experiences that wow customers around the globe. As a fully remote team, we power some of the fastest growing DTC brands like Tecovas, Momofuku, Dime Beauty, Liquid Death, Magic Spoon, OLLY, and many more. We believe in ownership, drive, and empathy and strongly uphold that every team member plays a vital role in shaping the future of intelligent commerce. Our culture thrives on collaboration, creativity, and genuine passion. We don’t just build great tech - we build lasting partnerships, a strong community, and a place where people love to work.

Responsibilities

• Provide technical support for Merchants and Partners through our internal ticketing system.
• Create new documentation or update existing documentation as required.
• Prepare reports on technical issues that require further investigation or action by other departments within the company.
• Resolve complex technical issues by analyzing problems, testing solutions, and recommending changes to existing systems.
• Install new software and upgrade existing software to ensure that it continues to function properly.
• Coordinate with other departments within the company to ensure that any issues are addressed quickly and efficiently.
• Troubleshoot problems with software programs and networks to identify and resolve issues.
• Suggest improvements in work processes, procedures, or policies to increase efficiency and productivity.

Requirements

• Bachelor’s degree or equivalent work experience.
• At least 1-3 years of relevant work experience in a JavaScript environment.
• Experience with frontend frameworks (e.g. React, Vue, Angular) and performant SaaS environment.
• Comfortable understanding of HTML and browser development tools for debugging, testing, and optimizing.
• A bonus if you've got experience in: remote work environments, start-ups, SaaS or managed services, Atlassian // Jira, Scrum // Agile, and omni-channel support (customer chat).

Qualifications

• Incredible customer service skills to blow all of us away.
• Excellent listening, communication and interpersonal skills, both written and verbal.
• Strong ability to work independently and collaboratively with internal and external teams.
• An ambitious problem solver and proactive self-educator to improve one's understanding and skill set when facing challenges.
• Self-motivation, drive, and willingness to take ownership and responsibility.

Skills

• BS degree or equivalent work experience.
• Experience with frontend frameworks (e.g. React, Vue, Angular).
• Comfortable understanding of HTML and browser development tools.
• Experience with remote work environments, start-ups, SaaS or managed services.
• Experience with Atlassian // Jira, Scrum // Agile, and omni-channel support (customer chat).

Benefits

• 100% free health, dental, and insurance for you and your family.
• Paid vacation policy, generous holiday schedule, parental leave and sick policy.
• Flexible retirement plans including 401(k) for U.S. employees and TFSA and RRSP for Canadian employees.

Pay

The U.S. pay range for this position is $60,000 - $65,000 USD annually. Pay within this range varies by work location and may also depend on job-related knowledge, skills, and experience.

Schedule

Your work schedule is from 6:00 pm ET - 2:00 am ET.