Technical Support Engineer

About The Role We're looking for a Technical Support Engineer who understands e-commerce, enjoys solving technical problems, and can work directly with customers to get issues resolved quickly. You'll sit between our customers, Customer Success, Product, and Engineering, owning technical questions from initial investigation through resolution. What You'll Do Own incoming technical support requests from Jurni customers via Slack and our support channelsTroubleshoot issues across Jurni landing pages, tracking, integrations, and third-party appsReproduce customer-reported issues and determine whether the problem comes from Jurni, Shopify, configuration, a third-party integration, or the customer's implementationResolve issues independently when possible, and escalate genuine product bugs to Engineering with clear reproduction steps, expected vs. actual behavior, screenshots, URLs, IDs, logs, and other relevant contextHelp customers configure Jurni correctly, including Shopify setup, products, variants, selling plans, Markets, scripts, pixels, and integrationsTroubleshoot common e-commerce integrations including analytics, advertising pixels, reviews, subscriptions, email/SMS, and consent toolsQA customer implementations and new Jurni functionality to make sure everything works correctly before and after launchJump on customer calls or screen shares when a technical issue is easier to solve liveIdentify recurring support issues and work with Product and Engineering to improve the productCreate and improve internal documentation and Help Center articles so common questions can increasingly be solved without Engineering involvement What We're Looking For 3+ years of experience in technical support, implementation, or a similar customer-facing technical role, ideally at a SaaS or e-commerce technology companyStrong hands-on experience with Shopify and the Shopify ecosystemComfortable troubleshooting e-commerce storefronts and understanding how products, variants, carts, checkout, discounts, selling plans, Shopify Markets, themes, and third-party apps interactExperience troubleshooting integrations such as GTM, GA4, Meta Pixel, TikTok, Klaviyo, Yotpo, Okendo, Judge.me, or similar e-commerce toolsComfortable using browser developer tools and reading basic HTML, CSS, and JavaScriptFamiliarity with APIs, webhooks, JSON, cookies, URL parameters, network requests, and tracking eventsExcellent written and spoken English, with the ability to explain a technical problem clearly to both a marketer and an engineerStrong troubleshooting instincts. You don't immediately escalate something because it "doesn't work"; you investigate until you understand what's actually happeningHighly organized and comfortable managing multiple customer issues at onceComfortable working independently in a fast-moving startup environment Nice to Have Previous experience at a Shopify, e-commerce, or SaaS technology companyFamiliarity with e-commerce, marketing, analytics, experimentation, and customer engagement tools commonly used by online brandsExperience troubleshooting tracking, attribution, analytics, pixels, conversion flows, or third-party applicationsExperience working directly with e-commerce brands, agencies, marketers, or performance teams What Success Looks Like You'll Be Successful In This Role When Customers get fast, accurate answers without unnecessary back-and-forthMost technical support issues are investigated and resolved without requiring EngineeringWhen Engineering is needed, tickets arrive with everything required to reproduce and understand the problemYou become deeply knowledgeable about Jurni, Shopify, and the e-commerce stack surrounding our customersRecurring support problems turn into better documentation, processes, or product improvementsCustomers feel like they're speaking with someone who genuinely understands their e-commerce setup, not someone reading from a support script Why Join Jurni We're a fast-moving team building the infrastructure for how commerce works in an AI-driven world. This is a builder's seat: our support function is still being shaped, and you'll have real input into how it's done. You'll have direct access to founders and engineering, real ownership over your area, and equity in a company growing quickly with some of the best brands in e-commerce.