Technical Support Engineer
Posted 1 month ago Expired
This job has expired
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Upload Your ResumeAbout This Role
This role involves providing technical and service-related support to both merchants and end customers, ensuring the stability and performance of Global-e's systems. You will troubleshoot application and platform issues and collaborate with engineering and product teams to find solutions.
Responsibilities
- Serve as front-line support for merchants (B2B) and end customers (B2C), handling client-facing calls, tickets, and inquiries.
- Troubleshoot and resolve application, platform, and transaction-related issues.
- Act as a key escalation point for high-priority or complex issues, ensuring timely resolution and clear communication.
- Work closely with Engineering, Product, and other internal stakeholders to investigate incidents and identify root causes.
- Debug technical issues using logs, debugging tools, and database queries.
- Support merchant onboarding and training on Global-e’s internal platforms and tools.
- Maintain and meet SLAs and KPIs, prioritizing workload effectively in a high-volume environment.
- Identify recurring issues and contribute to process improvements, best practices, and service enhancements.
- Expand and maintain knowledge base documentation to improve efficiency and support quality.
- Mentor and support junior team members, sharing technical and customer service best practices.
Requirements
- 2-5 years of experience in application support, technical support, and/or a customer-facing technical role
- Strong understanding of application support methodologies and incident management processes
- Hands-on experience troubleshooting web-based applications
- Working knowledge of JavaScript, HTML, CSS
- Experience with REST APIs and troubleshooting JSON/XML payloads
- Experience with SQL and relational databases
- Familiarity with debugging tools, log analysis, and production support
- Experience using support and collaboration tools such as Atlassian, Zendesk, and SharePoint
- Strong analytical and problem-solving skills
- Excellent written and verbal communication skills
- Ability to multitask, manage competing priorities, and thrive in a fast-paced environment
- Team-oriented mindset with a proactive, can-do attitude and strong interpersonal skills
Qualifications
- 2-5 years of experience in application support, technical support, and/or a customer-facing technical role
Skills
* Required skills
About Global-e
Global-e (Nasdaq: GLBE) is the world’s leading platform to enable and accelerate global, direct-to-consumer cross-border e-commerce growth.