Technical Support Specialist

Summary

Join Postscript, a leading SMS marketing platform trusted by over 18,000 Shopify stores, as a Technical Support Specialist. In this fully remote role, you will provide technical guidance and exceptional customer support, troubleshooting complex issues and collaborating with engineering. You will become an expert in our product and the Shopify ecosystem, enhancing our support tools. This role offers opportunities for professional growth and advancement within the company. The ideal candidate possesses strong technical skills, a customer-focused approach, and a passion for problem-solving. Postscript offers competitive compensation, equity, and a supportive remote work environment.

Requirements

• 3+ years in a customer-facing technical support function; passion for excellent customer experiences
• Familiarity with front and backend code, SQL, and troubleshooting API calls; ability to interpret code
• Proficiency at outlining details around investigations, troubleshooting steps, and steps to reproduce issues clearly, resulting in swift resolutions

Responsibilities

• Test and confirm expected behavior of product functionality; identify departures from expectations and provide guidance accordingly
• Become an expert in Postscript technical integration best practices and troubleshooting
• Review customer CSS to troubleshoot & resolve issues
• Build internal tools to increase productivity and streamline processes
• Troubleshoot customers’ issues with Postscript’s API
• Become an expert in expected Shopify <> Postscript behavior for both standard and Shopify Plus plans
• Be able to get on scheduled Zoom calls to troubleshoot with shops as needed

Preferred Qualifications

• Familiarity with SMS technologies and complexities behind them (carrier networks, device software impacts)
• Excited to develop and maintain key internal partnerships, especially with our Engineering team and Go-to-Market organization
• Desire to ask questions and dig deeper to provide thorough, thoughtful answers
• Able to decipher patterns and bubble up emerging trends and solutions
• Demonstrated understanding of ideal decisions, tradeoffs, and priorities

Benefits

• Salary range of USD $87,000 to $99,000 base plus significant equity (we do not have geo based salaries)
• High growth startup - plenty of room for you to directly impact the company and grow your career!
• Remote team - work from home (or wherever!)
• Fun - We’re passionate and enjoy what we do
• Competitive compensation and opportunity for equity
• Flexible paid time off
• Health, dental, vision insurance