Remote Overnight Customer Support Engineer - Join a Leading SaaS Team

About the Role

Join our team as a Remote Overnight Customer Support Engineer and help shape the future of AI-powered shopping experiences. This role is perfect for those who thrive in a fast-paced environment and are eager to support our global software platform.

What You'll Do

• Provide technical support for merchants and partners through our internal ticketing system.
• Create and update documentation as required to enhance user experience.
• Prepare reports on technical issues that require further investigation or action by other departments.
• Resolve complex technical issues by analyzing problems, testing solutions, and recommending changes to existing systems.
• Install new software and upgrade existing software to ensure functionality.
• Coordinate with other departments to ensure issues are addressed quickly and efficiently.
• Troubleshoot software programs and networks to identify and resolve issues.
• Suggest improvements in work processes to increase efficiency and productivity.

Requirements

• BS degree or equivalent work experience.
• 1-3 years of relevant work experience in a JavaScript environment.
• Experience with frontend frameworks (e.g., React, Vue, Angular) and performant SaaS environments.
• Comfortable understanding of HTML and browser development tools for debugging and testing.
• Incredible customer service skills with excellent listening and communication abilities.
• Strong ability to work independently and collaboratively with internal and external teams.
• Ambitious problem solver with a proactive approach to self-education.

Nice to Have

• Experience in remote work environments, startups, SaaS, or managed services.
• Familiarity with Atlassian tools like Jira, Scrum, and Agile methodologies.
• Experience in omni-channel support (customer chat).

What We Offer

• Fully remote work environment across the U.S. and Canada.
• Flexible vacation policy, generous holiday schedule, and parental leave.
• 100% free health, dental, and insurance for you and your family.
• 401(k) retirement plans for U.S. employees and TFSA/RRSP for Canadian employees.
• 3% contribution of your gross salary towards retirement plans.
• A supportive and humorous team culture.
• Opportunities for personal and professional growth.