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Technical Support Specialist

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Technical Support Specialist addressing customer inquiries and assisting with technical issues on a SaaS platform. Collaborating with internal teams to ensure fast resolutions.

Posted 7/6/2026full-timeAustin • Texas • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in troubleshooting technical issues related to APIs, webhooks, and e-commerce platforms while effectively collaborating with cross-functional teams. Proficient in creating documentation and improving support processes to enhance customer experience.

Highest-signal resume keywords
Technical Customer Support ExperienceAPI & Webhook KnowledgeE-commerce Platform FamiliaritySQL ProficiencyExcellent Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
API DebuggingWebhook Error HandlingE-commerce PlatformsPayments & Disputes ManagementShipping & Logistics KnowledgeSQLJavaScriptJSONHTML/CSS
Soft Skills
Empathetic ApproachSolution-Oriented MindsetOrganisational SkillsTime-Management Skills
Tools & Technologies
PostmanShopifyBigCommerceWooCommerce
Industry Keywords
SaaSE-commerceLogisticsCarrier ClaimsCustoms Documentation

Tech Stack

Tools & technologies
JavaScriptSQL

About the role

Key responsibilities & impact
  • Investigate technical issues escalated from our CX team.
  • Review API logs, webhook events, and internal monitoring tools.
  • Act as a Tier 2 escalation point for issues such as:
  • - API errors
  • - Webhook failures
  • - Customs or documentation questions
  • - Stripe disputes
  • - Carrier claims (lost/damaged parcels)
  • - Label regeneration & shipping rule misconfigurations
  • Become a subject-matter expert (SME) in a product area (e.g., Automations, APIs, Integrations).
  • Work cross-functionally with Product, R&D, Account Managers, CSMs, and Ops to troubleshoot merchant issues.
  • Join merchant calls when a technical specialist is needed for clarification or support.
  • Create and maintain documentation, internal guides, and Knowledge Base articles.
  • Contribute to process improvements that help reduce ticket volume and improve the support experience.

Requirements

What you’ll need
  • 2-3+ years in Technical Customer Support, ideally in SaaS, e-commerce, or logistics.
  • Strong working knowledge of:
  • - APIs & webhooks (authentication, error codes, debugging)
  • - E-commerce platforms (Shopify, BigCommerce, WooCommerce)
  • - Payments & disputes (Stripe or similar)
  • - Shipping & logistics (carriers, customs docs, duties/taxes)
  • Excellent communication skills - able to explain technical concepts clearly.
  • Proficiency with tools such as SQL, Postman, JavaScript, JSON, Shopify, or basic HTML/CSS.
  • Empathetic and solution-oriented approach to customer interactions.
  • Ability to manage escalations and coordinate with multiple teams.
  • Strong organisational and time-management skills in a fast-paced environment.

Benefits

Comp & perks
  • Competitive base salary.
  • Stock options in a high-growth startup.
  • Competitive PTO with public holidays additional.
  • Private Health.
  • Pension.
  • Wellness benefits.
  • Gym and wellness benefits.
  • Mental health benefits.
  • Quarterly team offsite budget.
  • Thursday happy hour.
  • Breakfast Mondays.