Technical Support Engineer /​ Customer Success Manager - Remote

About the Role

We're hiring a Technical Support Engineer / Customer Success Manager to join our team remotely. This role is perfect for someone who combines deep technical troubleshooting ability with strong relationship-building skills. As a Technical Support Engineer / Customer Success Manager, you will own post-sale onboarding, training, adoption, and ongoing support for Shopify merchants. You will dig into the technical weeds, triaging and resolving complex issues across our platform, customer Shopify stores, tracking implementations, and third-party integrations.

What You'll Do

• Own end-to-end onboarding and training for new customers, ensuring they reach confident daily usage within the first 30 days of go-live.
• Design and deliver tailored training sessions for different audiences (marketing directors, growth leads, agency partners, e-commerce operators).
• Run weekly or bi-weekly cadenced meetings with stakeholders at key accounts to review adoption, surface issues early, and identify expansion opportunities.
• Build and maintain training materials, recorded walkthroughs, quick-start guides, and FAQs that enable customer self-service.
• Maintain deep product knowledge across all Upstack modules (identity resolution, server-side tracking, attribution, audience syncing) and demonstrate features confidently in live sessions.
• Own the support queue end-to-end: triage, diagnose, resolve, and follow up on customer issues via Intercom, email, and chat.
• Respond to inbound support requests promptly and professionally, managing multiple conversations simultaneously across channels.
• Investigate complex problems by digging into customer accounts, tracking configurations, Shopify store setups, and data within our platform.
• Use browser developer tools to inspect pixel fires, cookie behavior, HTTP requests, and client-side event capture.

Requirements

• 3+ years in Customer Success, Account Management, Technical Support, or a solutions-oriented customer-facing role at a B2B SaaS company.
• Strong technical fluency around SaaS products: data flows, tracking pixels, cookies, integrations, APIs, reporting logic, and how data moves between systems.
• Ability to read and understand HTML, JavaScript, and basic code snippets.
• Experience designing and delivering structured training and onboarding programs for software products.
• Excellent verbal and written communication skills — confident, clear, and professional in both live calls and written support interactions.
• C1-level English proficiency (or equivalent) — required, not negotiable.
• 60+ WPM typing speed.
• Self-motivated and ownership-driven — you run your accounts and your queue proactively.

Nice to Have

• Experience with Shopify (admin, themes, Liquid, app ecosystem).
• Familiarity with marketing and advertising platforms (Meta Ads, Google Ads, Klaviyo, TikTok Ads).
• Basic SQL or comfort querying data to investigate customer issues.

What We Offer

• Compensation: $3,000–4,000 USD/month.
• 2 weeks PTO.
• U.S. holidays off.
• Remote work from LATAM with stable, U.S.-facing schedule.
• Opportunity to shape the support, success, and documentation function from the ground up at a growing SaaS company.