Technical Support Engineer

Cypress

San Francisco, CA, United States

11 days ago

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Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience level

Experienced

Experience required

3 years minimum

Compensation

$81,557.0 - $91,790.0

Working hours

Regular working hours

Job source

www.juju.com

Tech stack

JavaScript (Programming Language) Application Programming Interfaces (APIs) Databases Software Debugging Issue Tracking Systems Python (Programming Language) Standard Sql Shopify Connectivity Problems Information Technology Restful APIs Api Management

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Programming Languages

Job description

We are seeking a talented and customer-focused Technical Support Engineer to join our team. In this role, you will be the frontline in supporting customers, troubleshooting issues, assisting with integrations (particularly with Shopify), and sharing actionable insights across Product, Engineering, and Sales teams. You’ll also play a key role in creating and maintaining technical documentation and knowledge bases, ensuring both internal and external partners have up-to-date, accurate support., * Serve as the primary point of contact for customers and partners seeking support with API integrations, especially related to ecommerce platforms like Shopify and/or Ad Tech partners like Mobile Measurement Partners
Troubleshoot and resolve a range of technical issues, including server-side API errors, client-side browser scripts, data discrepancies, and connectivity problems, to ensure high customer satisfaction.
Provide continuous proactive and reactive support through a scaled ticketing system, while ensuring a high level of satisfaction and ensuring low total resolution time
Work cross-functionally with Product, Engineering, and Sales teams to share customer feedback, product insights, and identify opportunities for product improvement.
Analyze support trends and communicate recurring issues or feature requests to internal teams.
Author and update knowledge base articles, user guides, and technical documentation for both internal and external stakeholders.
Lead and participate in training sessions for new product releases or feature updates.
Collaborate with engineering on troubleshooting complex issues, reproducing bugs, and testing solutions.
Become a product expert on ad solutions and ecommerce integrations, while staying up-to-date on best practices and new product capabilities.

Requirements

The ideal candidate demonstrates strong problem-solving and technical proficiency, shows curiosity to learn, and excels in customer-facing interactions and cross-functional collaboration. Experience in ad tech and/or ecommerce is highly advantageous, * Bachelor’s degree in Computer Science, Information Technology, or related technical field, or equivalent practical experience.
Strong communication skills with the ability to translate complex technical concepts into clear, user-friendly language.
3+ years experience in a technical support, solutions engineering, or similar customer-facing technical role.
Hands-on experience supporting RESTful APIs; capable of debugging and analyzing API payloads, logs, and HTTP request/response cycles
Hands-on experience working with SQL and databases
Proficient in a modern programming language like JavaScript, Python etc.
Experience with ecommerce integrations (especially Shopify) and ecommerce flows/pain points, or with ad tech measurement (tags/pixels, server-side Conversions APIs, MMPs); having both is ideal.
Familiarity with ad tech concepts, digital advertising platforms, or commerce ecosystems highly desirable.
Proven track record contributing to technical documentation and knowledge base resources.
Self-starter mentality with a passion for helping others, problem-solving, and continuous learning.
Comfortable working with a distributed team and collaborating across multiple time zones.