Technical Support Specialist

Remote
Posted 3 days ago
Main Location
San Francisco, CA, United States
Open jobs
powertofly approved What Shogun Has to Offer:

Shogun is a powerful page builder and AB testing platform for eCommerce stores. They were in the Winter 2018 batch of Y-Combinator and they have over 10,000 active paying clients! Shogun is proud of their tight knit, distributed team and wants to expand as they dive into the next evolution of their company.They offer their employees great benefits like:

  • Strong compensation
  • PTO & holidays
  • Medical, Dental, & Vision benefits
  • Company laptops & reimbursement for co-working space fees
  • Flexibility - strong emphasis on work/life balance
  • Supportive and caring leadership and team environment
  • Shogun, a page builder and optimization platform for eCommerce stores. We have over 10,000 active paying clients, and we're preparing to launch a new product in 2020 (you can read more in Tech Crunch).

    Our teams are fully distributed and global (check out our team page)! We have no office, so we are looking for team members that are comfortable with and motivated by the opportunity to work remotely. "

    We are looking to add a Technical Support Specialist to our team! You'll work with customers to identify and resolve front-end issues they're experiencing with their pages. You'll also be testing, documenting, and reporting found bugs to our Engineering team. This role is ideal for a front-end web developer with an eye for troubleshooting.

    Working Hours...

    The person in this role will primarily be covering North American business hours. The highest demand in our support volume is between 8am-10pm EST. We are looking for remote team members who are willing to work shifts during these hours.

    In this role you will...
    • Help with User Interaction: Communicate with users to understand the issues they're experiencing, and provide updates in a friendly & timely manner.
    • Troubleshoot: Diagnose users' front-end technical issues. Identify potential conflicts from themes or other apps and provide fixes to resolve them when possible. Escalate potential bugs and back-end issues for our Engineering team to resolve.
    • Maintain Coverage: Help our support team and users by covering certain “time blocks” during which you will be monitoring live chat and email for when our users write in to report technical issues.
    • Collaborate: Work with the Support team to communicate known bugs, brainstorm difficult issues, and handle technical issues escalated by our general support specialists. Work with the Engineering team to report found bugs.
    You Have...
    • 4+ years of experience HTML, CSS3, JavaScript/jQuery, and Liquid. Solid grasp of responsive web design (RWD).
    • Fluency in the English language; demonstrated in communication and writing skills.
    • Flexibility with working odd hours on a set schedule (dependent on location).
    • A stable, high-speed internet connection.
    Nice-to-Have...
    • Experience building a website with Wix, Squarespace, WordPress, Weebly, etc.
    • Working knowledge of Shopify, especially theme modifications!
    • Basic understanding of HTML and CSS
    • A great attitude and desire to help people & solve problems :)
    Help us maintain the quality of jobs posted on PowerToFly. Let us know if this job is closed.
    Mission
    We're a community of women leveraging our connections into top companies to help underrepresented women get the roles they've always deserved. Simultaneously, we work to build truly inclusive hiring processes and environments where women can thrive and not just survive.
    Are you hiring? Join our platform for diversifiying your team
    Technical Support Specialist
    Shogun