[HIRING] Technical Support Representative (SaaS / Shopify / HTML & CSS)

QUICK SCREENING FILTERS — APPLY ONLY IF YOU MEET ALL OF THE FOLLOWING:

• Minimum of 1 year of technical support experience in SaaS/tech
• Hands-on troubleshooting experience with HTML and CSS
• Fluent in written and spoken English

HOW TO APPLY
To apply, please submit the following:

1. Subject Line: Use the format "TSR — [Your Last Name]"
2. Resume: Attach or link your updated CV/resume
3. Cover Note: Provide a brief summary of your hands-on experience working with HTML and CSS.

JOB OVERVIEW

We are looking for a customer-focused Technical Support Representative to join our team. In this role, you will work directly with e-commerce merchants and brand partners, troubleshooting technical challenges and delivering tailored support. Rather than relying on rigid scripts, you will focus on understanding each merchant's unique technical setup to provide thoughtful, high-quality solutions.

JOB RESPONSIBILITIES

• Monitor, troubleshoot, and resolve incoming support tickets in real-time.
• Log, manage, and escalate technical issues in Jira when needed.
• Research customer accounts and workflows to offer context-aware, personalized assistance.

REQUIREMENTS
Must-Haves:

• Exceptional, near-native written and spoken English communication.
• 1+ years of customer-facing tech support experience in a SaaS or software startup environment.
• Practical, hands-on experience with HTML and CSS.
• Direct experience using HubSpot or a similar CRM/ticketing platform.

Nice-to-Haves / Advantages:

• Hands-on experience navigating or customizing the Shopify platform.
• Working knowledge of JavaScript.
• Basic understanding of Conversion Rate Optimization (CRO) concepts.