Technical Support Specialist

Key Responsibilities

• Investigate technical issues escalated from our CX team.
• Review API logs, webhook events, and internal monitoring tools.
• Act as a Tier 2 escalation point for issues such as:
  • API errors
  • Webhook failures
  • Customs or documentation questions
  • Stripe disputes
  • Carrier claims (lost/damaged parcels)
  • Label regeneration & shipping rule misconfigurations
• Become a subject-matter expert (SME) in a product area (e.g., Automations, APIs, Integrations).
• Work cross-functionally with Product, R&D, Account Managers, CSMs, and Ops to troubleshoot merchant issues.
• Join merchant calls when a technical specialist is needed for clarification or support.
• Create and maintain documentation, internal guides, and Knowledge Base articles.
• Contribute to process improvements that help reduce ticket volume and improve the support experience.

What we would like to see

• 2-3+ years in Technical Customer Support, ideally in SaaS, e-commerce, or logistics.
• Strong working knowledge of:
  • APIs & webhooks (authentication, error codes, debugging)
  • E-commerce platforms (Shopify, BigCommerce, WooCommerce)
  • Payments & disputes (Stripe or similar)
  • Shipping & logistics (carriers, customs docs, duties/taxes)
• Excellent communication skills - able to explain technical concepts clearly.
• Proficiency with tools such as SQL, Postman, JavaScript, JSON, Shopify, or basic HTML/CSS.
• Empathetic and solution-oriented approach to customer interactions.
• Ability to manage escalations and coordinate with multiple teams.
• Strong organisational and time-management skills in a fast-paced environment.

What Success Looks Like

• Merchant issues are resolved quickly, accurately, and with great communication.
• Documentation and internal tooling become easier for the rest of the team to use.
• You become the go-to person for one or more technical areas.
• Insights you surface help improve product quality and reduce future issues.
• Merchants feel confident and supported after technical escalations.

Benefits

• Competitive base salary
• Stock options in a high-growth startup
• Competitive PTO with public holidays additional
• Private Health
• Pension
• Wellness benefits

Diversity & Equal Opportunities

We embrace diversity and equality in a serious way. We are committed to building a team with a variety of backgrounds, skills, and views. The more inclusive we are, the better our work will be. Creating a culture of equality isn't just the right thing to do; it's also the smart thing.