Technical Support Specialist

Job Description

We are looking for a highly skilled and customer-focused Technical Support Specialist (TSS) to join our team and play a critical role in supporting our organization. As a TSS, you will be a key partner to our Support team, providing technical guidance and ensuring an exceptional customer experience. You’ll develop expertise in our product and the Shopify ecosystem, enabling you to troubleshoot complex customer requests, collaborate with Engineering on issue resolution, and enhance our support tool suite. This role reports directly to the Director of Customer Experience.

The ideal candidate will have the opportunity to enhance their technical skills with the goal of advancing within the TSS role with the support of management, Solutions Engineering, and an experienced TSS mentor. This candidate will be expected to operate as a Customer Experience Associate (CXA) while training, performing at a Senior CXA level in leadership, ownership, and accountability. If you’re passionate about providing technical solutions, empowering teams, and growing your technical expertise, we’d love to hear from you!

All positions at Postscript are fully remote.

Primary duties

• Testing and confirming expected behavior of product functionality; identifying departures from expectations and providing guidance accordingly

• Becoming 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

• Troubleshooting customers’ issues with Postscript’s API

• Becoming an expert in expected Shopify <> Postscript behavior for both standard and Shopify Plus plans

• Ability to get on scheduled Zoom calls to troubleshoot with shops as needed

What We’ll Love About You

• 3+ years in a customer-facing technical support function; passion for excellent customer experiences

• Familiar with front and backend code, SQL, and troubleshooting API calls; ability to interpret code

• Familiar with SMS technologies and complexities behind them (carrier networks, device software impacts), preferred not required

• Proficient at outlining details around investigations, troubleshooting steps, and steps to reproduce issues clearly, resulting in swift resolutions

• 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

What You’ll Love About Us

• 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