Technical Support Specialist – eCommerce Integrations

We are seeking an experienced Technical Support Specialist skilled in diagnosing, troubleshooting, and solving a broad range of technical issues within eCommerce environments. This role will support various software tools, platforms, and integrations, ensuring seamless operations for our clients. If you love problem-solving, enjoy working across diverse technologies, and thrive in a dynamic agency environment, we'd love to hear from you.

Responsibilities:

• Identify, troubleshoot, and resolve technical issues across various eCommerce platforms (Shopify, WooCommerce, BigCommerce, etc.) and ESPs (Klaviyo, Braze, Salesforce Marketing Cloud).
   
• Ensure reliable data integrations and workflows between eCommerce platforms, ESPs, CRMs, payment gateways, and third-party analytics/tracking tools (GA4, TripleWhale, Northbeam, etc.).
   
• Diagnose and resolve deliverability issues related to email marketing campaigns.
   
• Implement, test, and maintain tracking setups, including ensuring proper event firing and metric accuracy across platforms.
   
• Collaborate with marketing, paid media, and CRO teams to support and optimize technical solutions.
   
• Act as a liaison between non-technical stakeholders and development teams to clearly define technical requirements and facilitate solutions.
   
• Provide timely and professional communication to internal teams and clients regarding issue status and resolution.
   
• Document complex technical topics clearly and effectively for internal reference and team training.
   
• Audit paid media accounts for consistent UTM parameters and naming conventions; provide clear instructions for necessary updates.
   
• Conduct training sessions for the paid media team on reporting features, pixel tracking troubleshooting tips, and best practices.
   
• Perform comprehensive pixel audits for Meta, Google, TikTok, and Microsoft pixels; debug and resolve pixel tracking issues.
   
• Deep-dive into unusual or challenging data and technical issues, taking thorough and methodical steps to identify root causes and solutions.
   
• Debug reporting issues, facilitate complex reporting requests, and maintain updated instructional documentation and videos.
   

Required Skills & Qualifications:

• Minimum 3 years of experience in technical support or related roles, particularly within eCommerce environments.
   
• Proven experience troubleshooting issues on leading eCommerce platforms and integrations. 

• Strong familiarity with ESPs (Klaviyo, Braze & Salesforce Marketing Cloud) and deliverability troubleshooting.
   
• Experience supporting and integrating analytics and attribution platforms such as GA4, TripleWhale, Northbeam, and related tools.
   
• General knowledge of HTML, CSS, JavaScript, and familiarity with APIs and data integration.
   
• Exceptional organizational and time-management skills, capable of managing multiple tasks simultaneously.
   
• Outstanding communication skills, comfortable interacting with both technical and non-technical stakeholders.
   
• Proactive mindset and ability to work independently within a remote team environment.
   

Preferred (but not required):

• Familiarity with version control systems (e.g., GitHub, GitLab).
   
• Exposure to integration tools such as Zapier, Alloy, Segment, or similar.
   
• Familiarity with UI/UX best practices and basic design principles.
   

Work Environment:

• Fully remote with US based working hours (flexible).
   
• Collaborative, dynamic, and supportive team culture.
   

If you're technically curious, driven by solutions, and eager to work across multiple technologies to deliver exceptional support, apply today!