Technical Support Engineer - Home Based (remote)

Technical Support Engineer Full-Time Remote Contractor | Open to talent in LATAM We are an innovative B2B eCommerce enablement platform on a mission to make B2B eCommerce simpler for merchants. Since launching in 2021, our product has helped 3,500+ brands grow their B2B operations worldwide. Our customer base spans an exciting spectrum—from fast-growing startups and small retailers right through to well-known global brand names. The Technical Support Engineer is responsible for providing exceptional support to our customers, resolving technical issues efficiently, and ensuring every interaction drives customer confidence and success. You will help manage the daily support queue, triage and resolve technical issues, assist in implementation tasks, and identify opportunities to improve product documentation and processes. Manage incoming customer queries via Intercom, ensuring all are responded to and resolved within SLA timeframes (including Enterprise accounts). Deliver a positive and professional experience in every interaction, reinforcing our brand and reliability. Technical Troubleshooting & Implementation Assist the Technical Onboarding team with implementation requests such as theme installs, store configuration, and testing. Contribute to maintaining and improving our help documentation, FAQs, and onboarding resources to empower customer self-service. Timely and accurate completion of technical implementation tasks. 1–2+ years of experience in technical or SaaS customer support. ~ Familiarity with web technologies (HTML, CSS, JavaScript, or Shopify Liquid experience is a big plus). ~ A passion for helping customers and continuously improving operational processes. Fully remote (Open to candidates located in South Africa or the Philippines). Employment Type: Full-time contractor. Exact shift schedules will be finalized during the offer stage.