Solution Support Engineer

Summary

Join Extend, a company revolutionizing the post-purchase experience for retailers, as a Merchant Support Engineer. You will support our merchant partners, resolve support requests impacting their ability to provide protection plans, and collaborate with product and revenue teams. This role requires strong communication skills, technical expertise, and the ability to manage complex problems. You will advocate for the end-user, define best practices for partner integrations, and identify patterns to improve the merchant experience. The ideal candidate has 2+ years of experience in web development, software engineering, or support engineering, along with experience with Zendesk and Jira. Extend offers a competitive salary, benefits, and stock options in a collaborative and supportive environment.

Requirements

• 2+ Years experience in a Web Development, Software Engineering and/or Support Engineering role
• Excellent communication skills and ability to clearly explain technical concepts and solutions to internal and external stakeholders
• Experience with Zendesk and JIRA
• Ability to own what you are building and see it through from end to end
• Working knowledge of Javascript and JQuery
• Experience integrating with Javascript SDKs
• Ability to perform in a high-energy environment with dynamic job responsibilities and priorities

Responsibilities

• Support our Merchant Partners to maintain the integrity of their integration with Extend
• Resolve support requests that directly impact our Merchants' ability to provide Protection Plans to their Customers through the Extend Platform
• Work closely with the product management and revenue teams through the Merchant experience
• Be a strong advocate for the end user and be passionate about quality, troubleshooting, user experience, and testing
• Manage complex technical problems and work collaboratively with other teams to resolve Merchant support requests
• Set standards and processes around best practices for partner system integrations and help define documentation to support self-serve
• Identify patterns in support requests and propose solutions that improve the Merchant experience and reduce ticket volume

Preferred Qualifications

• Experience working directly with Merchants’ e-commerce projects
• Experience integrating common e-commerce platforms (e.g. Shopify, SuiteCommerce, WooCommerce, Magento, etc.)
• Familiarity with Typescript, React and Node.Js
• Familiarity with Datadog, SalesForce and Postman

Benefits

• Competitive salary based on experience, with full medical and dental & vision benefits
• Stock in an early-stage startup growing quickly
• Generous, flexible paid time off policy
• 401(k) with Financial Guidance from Morgan Stanley