We are looking for a talented Technical Support Specialist. The Technical Support specialist is expected to be an expert of all our supported products, understand them in-depth and take ownership of issues raised by customers, as well as by internal teams. You will need to understand our integration and detect customer issues. You will research, resolve and provide technical solutions, and work closely with the R&D. You will solve product gaps through new integrations to increase usage and satisfaction, while improving products through integrated solutions and ease of onboarding. You must be a curious, diligent, innovative, problem solver. A team player with a strong motivation to succeed.
What youll be doing:
Act as the technical expert to help our clients achieve their goals and leverage their existing partnerships collaborating with us.
Collaborate with product managers on building the business case and impact product roadmap for new integrations.
Work in conjunction with Customer Success and Partner Marketing to ensure client facing teams are best equipped to leverage new integrations.
Analyze clients requirements from technical and functional perspectives and fit solutions by having a deep understanding of our system and products capabilities.
Build, monitor, and execute joint integration project plans with clients.
Work closely with enterprise clients and provide end-to-end support during their onboarding process.
Support Sales and Account Management efforts (presales and post-sales) for our highly strategic merchants as a technical subject matter expert.
Own public-facing SDKs, APIs, integration guides, and support documents.
Initiate and take part in designing and improving processes, tools, features, and products.
Requirements: BSc in computer science/engineering (or equivalent) A Big Plus!
2+ years of hands-on experience in one of the following positions: SW engineer, field engineering, integrations engineer, technical account manager, solution architect/ systems analyst.
Experience in leading on-site customer facing global integration projects (involving Client-Server, Server-Server integrations) including internal and external stakeholders from R&D and Product Management teams.
Proven technical experience with capability to read and understand code (Java/HTML/JS/etc.).
Experience with large-scale production services and databases SQL, NoSQL, KQL.
Excellent written and verbal communication and presentation skills including demonstrated experience communicating technical information.
Ability to manage A to Z the entire integration process, from initial identification of value, integration development, release and go to market.
An independent, self-starter, with a can-do approach.
Familiarity with the Shopify, BigCommerce, Magento and Salesforce ecosystems advantage
Experience in Payments Ecommerce or SAAS company, within a customer or partner facing role advantage.
Superb English writing and communication skills
Prior B2B SaaS experience advantage
This position is open to all candidates.