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 play a crucial role in diagnosing technical failures that are not immediately evident in a user interface.

In this role, you will:

• Respond to customer inquiries via email, chat, and other communication channels.
• Troubleshoot and resolve issues involving API debugging and web platforms (e.g., Shopify, Stripe).
• Retrieve and analyze payloads to identify root causes of failed requests.
• Thrive in a dynamic e-commerce landscape where product features, shipping rules, and customs requirements are subject to frequent changes.
• Log and manage support tickets with high accountability and attention to detail.
• Collaborate with engineering teams by identifying not just what is malfunctioning, but why.
• Contribute to internal knowledge bases and support documentation.

What You'll Need

Education & Background:

• Required: Educational background in Information Technology (focused on Software, Systems, or Computer Science rather than hardware).
• Required: Proven experience in technical support, specifically involving API troubleshooting and debugging.
• Experience in a SaaS support environment is highly beneficial.
• Familiarity with the Shopify ecosystem or other e-commerce platforms is highly desirable.

Technical Competencies:

• API Mastery: Proficiency with tools like Postman or Insomnia is essential for this role.
• Log Analysis: Ability to read system logs (e.g., New Relic) to extract insights.
• SQL Proficiency: Ability to run fundamental SQL queries for data diagnosis.
• E-commerce Knowledge: Familiarity with the Shopify ecosystem or shipping/customs APIs is a strong advantage.

Soft Skills:

• Excellent English communication (spoken and written).
• An empathetic, customer-first mindset.
• A "Truth Seeking" approach to investigating issues thoroughly.
• Strong working memory and the ability to build complex mental models of systems.

Work Environment and Setup

• Reliable and fast internet connection (30 Mbps minimum).
• A quiet and distraction-free workspace.
• Desktop/laptop with 8GB RAM minimum.

What We Offer

• Work from home (WFH) arrangement.
• A supportive, high-performance environment that values life outside work.
• Comprehensive training and exposure to international brands.

Employment Type: Full-time only, 44 hours per week.

Shift: Standard 9:00 AM US time (4 PM- 11 PM KE time), with the possibility of moving to a later shift.

How We Operate / Our Values:

• Treat others as you would like to be treated
• Do what you say you’re going to do. Show, don’t tell!
• Prioritize the listener
• Truth seeking

• Respond to customer inquiries via email, chat, and other communication channels.
• Troubleshoot and resolve issues involving API debugging and web platforms (e.g., Shopify, Stripe).
• Retrieve and analyze payloads to identify root causes of failed requests.
• Thrive in a dynamic e-commerce landscape where product features, shipping rules, and customs requirements are subject to frequent changes.
• Log and manage support tickets with high accountability and attention to detail.
• Collaborate with engineering teams by identifying not just what is malfunctioning, but why.
• Contribute to internal knowledge bases and support documentation.

• API Mastery: Proficiency with tools like Postman or Insomnia is essential for this role.
• Log Analysis: Ability to read system logs (e.g., New Relic) to extract insights.
• SQL Proficiency: Ability to run fundamental SQL queries for data diagnosis.
• E-commerce Knowledge: Familiarity with the Shopify ecosystem or shipping/customs APIs is a strong advantage.
• Excellent English communication (spoken and written).
• An empathetic, customer-first mindset.
• A "Truth Seeking" approach to investigating issues thoroughly.
• Strong working memory and the ability to build complex mental models of systems.

• Educational background in Information Technology (focused on Software, Systems, or Computer Science rather than hardware).
• Proven experience in technical support, specifically involving API troubleshooting and debugging.
• Experience in a SaaS support environment is highly beneficial.
• Familiarity with the Shopify ecosystem or other e-commerce platforms is highly desirable.