Technical Support Representative

About the Role
We’re hiring a Customer Support Specialist — but not your typical support role.

This is a high-touch, analytics-fluent support position within a fast-growing company that provides profit analytics and performance insights for e-commerce brands. Our platform helps online businesses understand what’s working, where money is lost or made, and how to optimize their marketing and operations based on data.

You’ll work directly with customers and internal teams to help investigate and resolve data-related queries, manage the resolution process, and ensure clear communication throughout. It's a hybrid role that blends customer empathy, analytical thinking, and project management.

Key Responsibilities
Customer Support & Troubleshooting

Respond to customer support queries related to data discrepancies, metric mismatches, or report inconsistencies

Investigate and validate issues using internal tools and analytics platforms

Provide clear and empathetic explanations to customers — balancing accuracy with clarity

Data Diagnostics

Use tools such as ChatGPT, spreadsheets, dashboards, and internal validation systems to troubleshoot issues

Analyze conversion funnels, attribution models, and revenue metrics to understand customer pain points

Reconcile data variances by working across technical and non-technical sources

Project & Resolution Ownership

Manage each support request end-to-end using tools like Jira, Linear, or Asana

Collaborate with developers, analysts, and product teambers to drive issue resolution

Ensure customers are updated regularly and clearly throughout the resolution cycle

Documentation & Insights

Document resolutions and recurring patterns to help evolve internal knowledge bases

Identify inefficiencies in the resolution process and suggest improvements

Support customer education by contributing to troubleshooting guides or FAQs

What We’re Looking For

Experience in customer support roles within analytics, SaaS, or e-commerce tech

Solid understanding of key analytics and e-commerce performance concepts, such as ROAS, attribution, CAC, LTV, and conversion rates

Hands-on experience with data and reporting platforms like, GA4, Mixpanel, Amplitude, Looker, or similar tools

Excellent communication — especially in breaking down complex data issues for non-technical users

Highly organized and proactive; capable of managing multiple open threads and following through

Important: This role is best suited for someone with a solid grasp of analytics — it's not a generic support role. While you don't need to be a data scientist, you should be confident reading charts, questioning assumptions, and collaborating with technical stakeholders to solve real data problems.

Additional Details
Contract / Freelance

Remote-first (timezone flexibility preferred; EU/US overlap required)

Project-based or ongoing — open to part-time or full-time capacity depending on fit

Work directly with product, data, and customer teams at a high-growth company in the e-commerce insights space