Technical Support Agent (E‑commerce)

About the role

Influx is looking for a motivated Technical Support Agent to join a new e‑commerce client project. You will be the first point of contact for merchants, helping them resolve complex technical issues and ensuring a smooth customer experience.

Key responsibilities

• Respond to customer inquiries via email, chat and other channels.
• Troubleshoot and resolve API‑related problems on platforms such as Shopify and Stripe.
• Retrieve and analyse payloads and system logs to identify root causes.
• Log and manage support tickets with high attention to detail.
• Collaborate with engineering teams to pinpoint why an issue occurs.
• Contribute to internal knowledge bases and support documentation.

Required profile

• Educational background in Information Technology, Software, Systems or Computer Science.
• Proven experience in technical support, especially API troubleshooting and debugging.
• Experience in a SaaS support environment is a plus.
• Familiarity with the Shopify ecosystem or other e‑commerce platforms.
• Excellent spoken and written English and a customer‑first mindset.

Required skills

• API debugging tools (Postman, Insomnia).
• Log analysis (e.g., New Relic).
• SQL query execution for data diagnosis.
• Knowledge of Shopify, Stripe and related e‑commerce APIs.

What we offer

• Full‑time remote work (work‑from‑home) arrangement.
• Supportive high‑performance environment that values work‑life balance.
• Comprehensive training and exposure to international brands.