Support Engineer

Smartrr is the leading next-generation subscription app that maximizes LTV for Shopify brands. Built with the end customer in mind, Smartrr increases brand engagement and LTV with various out-of-the-box subscription models, a beautifully branded subscriber account experience, loyalty rewards, referrals, member-only benefits, advanced subscription analytics, and more. We are looking for folks that thrive in a high-paced startup environment and are willing to step up to the challenge and build something extraordinary in the e-commerce space with us!

Smartrr is looking for a support engineer with solid problem-determination skills to help diagnose and resolve technical issues of moderate complexity for Smartrr’s Support Engineering team. This will include assisting with onboarding tasks and remediating issues for existing customers. You will work directly with the Engineering and Customer Support teams to deliver “white glove service” to prospective and existing customers.

The daily work includes updating support cases to record the progress of open issues, helping customer support with issues that arise, interacting with Engineering for items that require escalation, and documenting technical solutions and product information in our internal documentation.

Demonstrated proficiency and passion could lead to opportunities to transition into a Software Engineer role.

Responsibilities

• Provide technical product support to customers via internal teams
• Provide troubleshooting and technical support to Customer Support
• Provide problem diagnosis and root cause analysis for technical issues
• Publish technical help updates for internal use
• Work with Customer Support, Product, and Engineering teams to address recurring issues/relevant application upgrades

• Requires strong written and verbal communication skills
• Competence working in MacOS/Linux command line environments
• Experience with Javascript, TypeScript, and Postgres

Nice to have:

• Experience with the Shopify platform
• Experience working with hybrid remote team

• Competitive salary ($90K - $120K depending on seniority)
• Company stock options
• Medical, vision, and dental health plans
• 401k plan (with a match!) and commuter benefits
• Perks: One Medical membership, team outings, and more!