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Technical Support Specialist
Remote, Anywhere in North America
Postscript is redefining marketing for ecommerce companies. By introducing SMS as an entirely new channel for ecommerce stores to engage, retain, and convert their customer base, brands are seeing huge ROI with Postscript. Backed by Greylock, Y Combinator and other top investors, Postscript is growing fast and looking for remarkable people to help build a world class organization.
Our first Technical Support Specialist (TSS) will be an invaluable partner to our Support organization, providing technical guidance to our team and customers. You should have a strong technical skillset coupled with a customer-first mindset (after all, customer first is one of our core values!). You’ll become an expert in the Postscript product and Shopify ecosystem to help troubleshoot customer requests, triage issues to Engineering, optimize and design the tool suite for Support, and train the Support team on advanced topics. This role reports directly to our Senior Director of Customer Experience.
All positions at Postscript are fully remote.
Primary duties
- Testing and confirming expected behavior of product functionality; identifying departures from expectations and providing guidance accordingly
- Becoming an expert in Postscript technical integration best practices and troubleshooting
- Advising on what can or can’t be done with CSS in Postscript; troubleshoot and suggest CSS snippets as appropriate
- Using Retool to leverage existing dashboards and build new ones as needed to look into our database
- Troubleshooting customers’ issues with Postscript’s API
- Become an expert in expected Shopify Postscript behavior for both standard and Shopify Plus plans
- Ability to get on scheduled Zoom calls to troubleshoot with shops as needed
What We’ll Love About You
- 2+ years in a customer-facing function; passion for excellent customer experiences
- Familiar with Python, SQL, and troubleshooting API calls; ability to interpret code
- Familiar with SMS technologies and complexities behind them (carrier networks, device software impacts)
- Proficient at outlining details around investigations, troubleshooting steps, and steps to reproduce issues clearly, resulting in swift resolutions
- Excited to develop and maintain key internal partnerships, especially with our Engineering team and Go-to-Market organization
- Desire to ask questions and dig deeper to provide thorough, thoughtful answers
- Able to decipher patterns and bubble up emerging trends and solutions
What You’ll Love About Us
- Salary range of USD $70,000 to $95,000 base plus significant equity regardless of location
- High growth startup – plenty of room for you to directly impact the company and grow your career!
- Fully remote culture – work from home (or wherever!)
- Fun – We’re passionate and enjoy what we do
- Competitive compensation and opportunity for equity
- Flexible paid time off
- Health, dental, vision insurance
- Other great perks, such as home office stipend
You are welcome here. Postscript is an ever-evolving place of equal employment for talented iniduals.