Technical Support Engineer

Help customers configure Jurni correctly, including Shopify setup, products, variants, selling plans, Markets, scripts, pixels, and integrations

Troubleshoot common e-commerce integrations including analytics, advertising pixels, reviews, subscriptions, email/SMS, and consent tools

QA customer implementations and new Jurni functionality to make sure everything works correctly before and after launch

Jump on customer calls or screen shares when a technical issue is easier to solve live

Identify recurring support issues and work with Product and Engineering to improve the product

Create and improve internal documentation and Help Center articles so common questions can increasingly be solved without Engineering involvement

What We're Looking For

3+ years of experience in technical support, implementation, or a similar customer-facing technical role, ideally at a SaaS or e-commerce technology company

Strong hands-on experience with Shopify and the Shopify ecosystem

Comfortable troubleshooting e-commerce storefronts and understanding how products, variants, carts, checkout, discounts, selling plans, Shopify Markets, themes, and third-party apps interact

Experience troubleshooting integrations such as GTM, GA4, Meta Pixel, TikTok, Klaviyo, Yotpo, Okendo, Judge.me, or similar e-commerce tools

Comfortable using browser developer tools and reading basic HTML, CSS, and JavaScript

Familiarity with APIs, webhooks, JSON, cookies, URL parameters, network requests, and tracking events

Excellent written and spoken English, with the ability to explain a technical problem clearly to both a marketer and an engineer

Strong troubleshooting instincts. You don't immediately escalate something because it "doesn't work"; you investigate until you understand what's actually happening

Highly organized and comfortable managing multiple customer issues at once

Comfortable working independently in a fast-moving startup environment

Nice to Have

Previous experience at a Shopify, e-commerce, or SaaS technology company

Familiarity with e-commerce, marketing, analytics, experimentation, and customer engagement tools commonly used by online brands

Experience troubleshooting tracking, attribution, analytics, pixels, conversion flows, or third-party applications

Experience working directly with e-commerce brands, agencies, marketers, or performance teams

What Success Looks Like

You'll be successful in this role when

Customers get fast, accurate answers without unnecessary back-and-forth

Most technical support issues are investigated and resolved without requiring Engineering

When Engineering is needed, tickets arrive with everything required to reproduce and understand the problem

You become deeply knowledgeable about Jurni, Shopify, and the e-commerce stack surrounding our customers

Recurring support problems turn into better documentation, processes, or product improvements

Customers feel like they're speaking with someone who genuinely understands their e-commerce setup, not someone reading from a support script