Technical Support Engineer (SaaS)
Core
Front-line technical support for an AI-native SaaS platform, debugging merchant issues, building AI workflows, and translating customer requests into technical solutions.
Role type
Senior Technical Support Engineer (AI-first SaaS)
Builds
Customer trust, AI-driven support workflows, and internal automation tools
Domain
SaaS, E-commerce, AI/ML, Marketing/CRM integrations
Deliverable
client delivery | production ML models
Required skills
Web tech debugging (HTML/CSS/JS), AI tooling proficiency (prompting/workflow building), customer communication, problem-solving, cross-timezone flexibility
Preferred skills
Shopify ecosystem familiarity, CRM/Marketing automation platform experience, scripting (JS/Python)
Technologies
HTML, CSS, JS, Python, Shopify, Liquid, Klaviyo, Attentive, Omnisend, Mailchimp, Intercom, Hubspot, Salesforce, Claude, ChatGPT
Responsibilities
Debugging and resolving merchant platform issues end-to-end, using AI agents to investigate and draft responses, building internal AI workflows to automate tasks, surfacing product feedback to engineering, contributing to knowledge bases
Seniority
Individual Contributor, mid-to-senior level