Technical Support Engineer


2 weeks ago

05/29/2019 11:52:19

Job type: Full-time

Salary: $60k – $65k

Category: Software Dev



We are: Shogun, a page builder and optimization platform for eCommerce stores. We have thousands of active users, and we’re backed by some awesome investors, including Y Combinator.


We are looking to add a Technical Support and QA Engineer to our team! You'll work with customers to identify and resolve front-end issues they're experiencing with their pages. You'll also assist our Engineering team with testing feature updates and bug fixes. This cross-team role is ideal for a front-end web developer with an eye for troubleshooting.


Responsibilities: 

- User Interaction: Communicate with users to understand the issues they're experiencing, and provide updates in a friendly & timely manner. 

- Maintaining Coverage: Help our support team and users by covering certain “time blocks” during which you will be monitoring live chat and email for when our users write in to report technical issues. 

- Troubleshooting: Diagnose users' front-end technical issues. Identify potential conflicts from themes or other apps and provide fixes to resolve them when possible. Escalate potential bugs and back-end issues for our Engineering team to resolve. 

- QA Testing: Assist our Engineering team with testing feature updates and bug fixes before they are released. Test for expected behavior, responsiveness, cross-browser support, and backwards compatibility. 

- Collaboration: Work with the Support team to communicate known bugs, brainstorm difficult issues, and handle technical issues escalated by our general support specialists. Work with the Engineering team to report found bugs and participate with the QA process.


Requirements: 

- 4+ years of experience HTML, CSS3, JavaScript/jQuery, and Liquid. Solid grasp of responsive web design (RWD). 

- 2+ years of experience doing customer/client support for a USA based tech company, ideally a software company. 

- Excellent communication and writing skills. Absolute fluency in English is required 

- Have a great attitude and desire to help people & solve problems :) 

- Flexibility with working potentially odd hours on a set schedule 

- Shopify experience is a big plus, especially theme modifications! 

- Experience building a website with Wix, Squarespace, WordPress, Weebly, etc. is great!


NOTE: This position is for a full time remote contractor position. We have a fully distributed global team.

Please mention that you come from Remotive when applying for this job.

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