Founding Technical Support Engineer

About the role

This role includes educating and training customers, troubleshooting, identifying opportunities, and ensuring customer retention. You will provide outstanding support to Rep’s longtail and SMB clients through written communication (mainly email) and meetings to address their needs effectively.

Responsibilities

• Owning the full lifecycle of technical support tickets — from triage and root-cause analysis through resolution and post-mortem documentation.
• Diagnosing and resolving integration issues across Shopify, Magento, BigCommerce, and WooCommerce environments, including JS-based widget configurations, API failures, and webhook misfires.
• Serving as the primary escalation point for SMB and mid-market merchants experiencing critical or recurring issues, maintaining SLA commitments under pressure.
• Building and maintaining a high-quality Help Center — writing clear, accurate technical documentation, troubleshooting guides, and onboarding flows that reduce inbound ticket volume.
• Proactively identifying patterns in support data to surface product bugs, UX gaps, and adoption friction to the Product and Engineering teams.
• Partnering with Customer Success Managers to deliver technical onboarding and configuration sessions for new merchants.
• Contributing to internal runbooks and escalation playbooks that improve response consistency and team velocity.
• Answering support tickets and managing support calls with clients and leads.
• Writing guides and maintaining a Help Center to help Rep’s clients use the product effectively.
• Providing training and education on the Rep platform and new features.
• Being responsible for Rep’s product adoption and advocacy.
• Working closely with clients to understand their challenges.
• Recommend and execute creative tactics and strategies to increase value with Rep.
• Serving as Rep’s clients’ advocate within the Rep Team.

Requirements

• 2+ years in a technical support, solutions engineering, or implementation role within a B2B SaaS environment.
• Hands-on experience with at least one major eCommerce platform (Shopify strongly preferred); ability to read and troubleshoot HTML, CSS, and JavaScript in a merchant storefront context.
• Proficiency with support tooling (Zendesk, Intercom, or equivalent) and comfort with CRM systems (Salesforce, HubSpot).
• Demonstrated ability to communicate technical issues clearly to both technical and non-technical stakeholders — in writing and on calls.
• Strong analytical instincts: you can pull a report, spot a trend, and turn it into a product insight without being asked.
• Exceptional written English — your documentation should be clear, concise, and something customers actually read.
• Native or near-native English fluency.
• Located in EST or willing to maintain EST business hours.
• Comfort with EU timezone overlap during onboarding and as needed for global merchant coverage.
• Minimum of 1 year of successful experience in customer support within a fast-paced startup environment.
• Ability to thrive under pressure.
• Lovely for communication with clients, both in writing and face-to-face.
• Strong analytical skills with the ability to draw insights from raw data.
• Strategic consulting skills with a keen technical curiosity.
• Excellent writing skills with an eye for detail and clarity.
• Capability to communicate complex technical concepts to both technical and non-technical audiences.
• Experience handling and prioritizing multiple tasks at a time.

Preferred Requirements

• Experience with AI-powered chat, conversational commerce, or product-led growth tools (i.e. Shopify, Magento, Bigcommerce, WooCommerce).
• Experience with CRM tools (Trello, JIRA, Salesforce, Zendesk etc.).
• Experience with Data & BI systems.
• Background in a high-growth startup where processes were built, not just followed.
• Referred by a current Rep team member.
• Great content writing skills.