Technical Support Agent

About the role

As a Technical Support Agent you will be the first point of contact for merchants, troubleshooting a wide range of complex issues within the e‑commerce landscape. You will diagnose technical failures that are not immediately evident in the user interface and ensure a seamless customer experience.

Key responsibilities

• Respond to customer inquiries via email, chat and other communication channels.
• Troubleshoot and resolve issues involving API debugging and web platforms such as Shopify and Stripe.
• Retrieve and analyse payloads to identify root causes of failed requests.
• Log and manage support tickets with high accountability and attention to detail.
• Collaborate with engineering teams to pinpoint not only what is malfunctioning but why.
• 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, specifically API troubleshooting and debugging.
• Experience in a SaaS support environment is highly beneficial.
• Familiarity with the Shopify ecosystem or other e‑commerce platforms is desirable.
• Excellent English communication (spoken and written) and a customer‑first mindset.

Required skills

• Proficiency with API tools such as Postman or Insomnia.
• Ability to read system logs (e.g., New Relic) for insight extraction.
• Fundamental SQL query skills for data diagnosis.
• Knowledge of Shopify, Stripe and other e‑commerce or shipping/customs APIs.

What we offer

• Work‑from‑home arrangement.
• Supportive, high‑performance environment that values life outside work.
• Comprehensive training and exposure to international brands.