Overview: We are looking for a Developer Support Engineer (sometimes called Technical Support Engineer or Developer Advocate in other organizations) to help our customers succeed with our web commerce platform. This hybrid role combines technical troubleshooting with developer-facing documentation work. You will be the go-to expert for clients integrating our SaaS product into their websites and applications, guiding them through JavaScript integrations and API usage. In addition, you’ll create and maintain engaging developer documentation to empower all users to solve problems and build great integrations independently. If you are passionate about coding, teaching, and helping developers build on a platform, this role offers the best of both worlds. You’ll work cross-functionally with our engineering and product teams, acting as the voice of the customer to improve our product and docs.
Key Responsibilities: * Client Integration Support: Serve as the front-line technical expert for our customers (developers and merchants). Assist clients in integrating our API and JavaScript library into their sites or apps. Troubleshoot issues in real time — from debugging JavaScript code snippets embedded on a client’s website to diagnosing API request/response errors. Ensure that each integration meets best practices and that clients overcome any technical hurdles quickly. Technical Troubleshooting: Investigate and resolve technical support tickets related to our web platform and APIs. This includes reading application logs, reproducing issues with test setups, and walking customers through solutions. You will handle questions on API calls, webhook configurations, authentication, and other developer-level issues. When necessary, escalate bugs to the engineering team, but you’ll own the communication to the customer and make sure issues are fully resolved or documented. * Developer Documentation & Tutorials: Create and maintain developer-friendly documentation and resources. You’ll write clear integration guides, code examples, FAQs, and troubleshooting articles that help all users self-serve. Whenever you solve a new issue, you’ll update the documentation or knowledge base to include that insight (e.g. adding a “How to implement X” guide or expandinganFAQwithanewlyencounteredproblem).You will also review existing docs for clarity and completeness, ensuring our developer portal is always up-to-date with the latest features and common questions. * Collaboration & Developer Success: Work closely with our product andengineering teams to improve the developer experience. You’ll relay feedback from the field — highlighting pain points in the API or areas where documentation is lacking. By representing the voice of the customer (developers), you’ll help prioritize bug fixes and new features. You might also contribute to sample apps or reference implementations to showcase best practices. In some cases, you could engage with our developer community via forums or webinars, sharing knowledge and building relationships (acting in a capacity similar to a DeveloperAdvocate). * Knowledge Base Management: Organize and curate our internal and externalknowledge bases. Ensure support tickets and their resolutions are documented. Develop “how-to” solutions and troubleshooting steps into reusable articles. Over time, streamline the support process by identifying common requests and preemptively addressing them in documentation or in-app guidance. The goal is to enable developers to find answers quickly on their own whenever possible. * Customer Onboarding Assistance: For larger clients or those less familiar with web technologies, provide hands-on guidance during initial integration. This could involve code walkthroughs, reviewing their implementation of our JavaScript SDK or embed code, and advising on front-end best practices to achieve desired customizations. You’ll ensure new customers have a smooth onboarding from a technical standpoint, reducing time-to-value.
Required Skills & Qualifications: * Web Development Proficiency: Strong skills in JavaScript, with HTML/CSS knowledge a plus. You can read and write front-end code and are comfortable debugging client-side issues (e.g., understanding browser console errors, DOM behavior, CORS issues). Familiarity with modern JavaScript frameworks or tools is a plus, but comfort with vanilla JS and the ability to troubleshoot integration code is most important. * API and Backend Knowledge: Experience working with APIs (REST/JSON and/or GraphQL) and integrating backend services. You should understand how to make API calls, interpret responses, and handle authentication (e.g., API keys, OAuth).AbilitytousetoolslikePostmanorcURLfortestingAPIsisexpected. * Knowledge of server-side languages (Python) is a bonus, as our clients use various stacks. * Technical Support Experience: 2+ years in a technical support, solutions engineering, or software engineering role, preferably in a SaaS or web technology environment. You have a track record of solving customer issues in a systematic way, and you’re comfortable being the “go-to” technical person in conversations with customers. Excellent troubleshooting and problem-solving skills are a must — you enjoy digging into logs, isolating variables, and figuring out why something isn’t working. * Communication Skills: Excellent written communication and reasonablycompetent verbal communication in English. You can translate complex technical concepts into easy-to-understand language. This is crucial not only for helping customers of varying skill levels, but also for creating documentation that is clear, concise, and engaging. If you have past experience writing developer guides,tutorials, or even blogging about technical topics, it will serve you well in this role. * Documentation & Writing Ability: Proven ability to produce high-quality technical documentation or instructional content. You know how to structure a tutorial or API guide for clarity. You pay attention to detail (so you’ll catch if a code sample has a typo) and you have an empathetic mindset for the reader’s experience. * Domain Knowledge: Familiarity with web commerce/e-commerce or related domains. You understand the basics of online stores, shopping carts, payment gateways, or content management systems. (Direct experience with platforms like Shopify, WooCommerce, Adobe Commerce, etc. is a plus.) This helps you quickly grasp our platform’s context and our customers’ objectives. * Customer Empathy: A customer-first attitude. You are patient and personable when guiding users through problems. You genuinely enjoy helping others succeed and can stay professional and clear-headed when troubleshooting an urgent issue with a frustrated client. * Collaboration & Teamwork: Ability to work cross-functionally. You’ll be liaising between customers and our internal teams, so you need to effectively collaborate with software engineers,product managers,and occasionally thesales/account team. Being able to advocate for the customer while understanding engineering perspectives is key. * Self-Driven & Organized: Comfortable working independently in a remote or minimal supervision setting. You can manage your own time to balance immediate support needs with longer-term documentation projects. Strong organizational skills will help you keep track of outstanding issues, documentation to-dos, and follow-ups with customers.
Preferred Qualifications: * Experience with Developer Tools: Prior experience using or supporting developer-oriented products (APIs, SDKs, developer platforms) is highly preferred. This could be in a Developer Support Engineer or Developer Advocate capacity. Familiarity with tools like version control (Git/GitHub), issue trackers, and developer community forums will be helpful. * Web Commerce Background: Direct experience in the web commerce domain — for example, working with shopping cart integration or content management systems for online retail. Understanding concepts like webhooks for order notifications, or how front-end and back-end systems interact in a typical online store, will give you a head start. * Additional Programming Skills: Knowledge of one or more server-side programming languages (e.g. Node.js, Python, Ruby, PHP) or mobile development experience. While not a core requirement, this can help in troubleshooting more complex integration scenarios and communicating with our engineering team. * Technical Writing/Blogging: If you have a portfolio of technical writing, we’d love to see it. This could be documentation, knowledge base articles, or technical blogs/tutorials. This demonstrates your ability to communicate with developers through writing. * Developer Community Engagement: Experience participating in developer communities or forums (Stack Overflow, Dev.to, etc.), or contributing to open-source projects is a big plus. This shows you’re proactive about sharing knowledge and supporting developers beyond just one-on-one interactions.
