Founding Technical Support Engineer

You will:‍

• Own the full lifecycle of technical support tickets — from triage and root-cause analysis through resolution and post-mortem documentation.
• Diagnose and resolve integration issues across Shopify, Magento, BigCommerce, and WooCommerce environments, including JS-based widget configurations, API failures, and webhook misfires.
• Serve as the primary escalation point for SMB and mid-market merchants experiencing critical or recurring issues, maintaining SLA commitments under pressure.
• Build and maintain a high-quality Help Center — writing clear, accurate technical documentation, troubleshooting guides, and onboarding flows that reduce inbound ticket volume.
• Proactively identify patterns in support data to surface product bugs, UX gaps, and adoption friction to the Product and Engineering teams.
• Partner with Customer Success Managers to deliver technical onboarding and configuration sessions for new merchants.
• Contribute to internal runbooks and escalation playbooks that improve response consistency and team velocity.
• Answer support tickets and manage support calls with clients and leads.
• Write guides and maintain a Help Center to help Rep’s clients use the product effectively.
• Provide training and education on the Rep platform and new features.
• Be responsible for Rep’s product adoption and advocacy.
• Work closely with clients to understand their challenges.
• Recommend and execute creative tactics and strategies to increase value with Rep.
• Serve as Rep’s clients’ advocate within the Rep Team.
• Work in an amazing team!

Requirements‍

• 2+ years in a technical support, solutions engineering, or implementation role within a B2B SaaS environment.
• Hands-on experience with at least one major eCommerce platform (Shopify strongly preferred); ability to read and troubleshoot HTML, CSS, and JavaScript in a merchant storefront context.
• Proficiency with support tooling (Zendesk, Intercom, or equivalent) and comfort with CRM systems (Salesforce, HubSpot).
• Demonstrated ability to communicate technical issues clearly to both technical and non-technical stakeholders — in writing and on calls.
• Strong analytical instincts: you can pull a report, spot a trend, and turn it into a product insight without being asked.
• Exceptional written English — your documentation should be clear, concise, and something customers actually read.
• Native or near-native English fluency. Located in EST or willing to maintain EST business hours.
• Comfort with EU timezone overlap during onboarding and as needed for global merchant coverage.
• Minimum of 1 year of successful experience in customer support within a fast-paced startup environment.
• Ability to thrive under pressure.
• Love for communication with clients, both in writing and face-to-face.
• Strong analytical skills with the ability to draw insights from raw data.
• Strategic consulting skills with a keen technical curiosity.
• Excellent writing skills with an eye for detail and clarity.
• Capability to communicate complex technical concepts to both technical and non-technical audiences.
• Experience handling and prioritizing multiple tasks at a time.

Preferred requirements‍

• Experience with AI-powered chat, conversational commerce, or product-led growth tools (i.e. Shopify, Magento, Bigcommerce, WooCommerce).
• Experience with CRM tools (Trello, JIRA, Salesforce, Zendesk etc.).
• Experience with Data & BI systems.
• Background in a high-growth startup where processes were built, not just followed.
• Referred by a current Rep team member.
• Great content writing skills.