Technical Support Specialist
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 individuals.