T2 Technical Support Specialist

November 12

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Smile.io

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SaaS • eCommerce • B2B

Smile. io is a leading loyalty platform designed to help Shopify businesses grow revenue by increasing repeat purchase rates and providing exclusive benefits to members and VIP customers. With over 100,000 businesses in 148 countries, Smile. io enables companies to build customizable loyalty programs that are easily integrated into online stores. The platform allows businesses to reward customers through points, VIP perks, and referral incentives, helping to create engaging and rewarding customer experiences. Smile. io is known for its user-friendly, no-code-required customization and seamless integration with other tools for marketing and sales enhancement.

51 - 200 employees

Founded 2012

☁️ SaaS

🛍️ eCommerce

🤝 B2B

💰 $1M Seed Round on 2012-05

📋 Description

• Investigate, troubleshoot, and resolve complex technical issues across multiple systems (APIs, integrations, custom JS/CSS, and data flows). • Become a Smile product expert and help merchants maximize the benefits of our platform, offering guidance on configuration, integrations, and best practices. • Diagnose issues in Shopify, BigCommerce, and other ecommerce platforms. Confidently troubleshoot theme conflicts, Liquid templates, or custom storefronts. • Use your understanding of RESTful APIs to debug and test API interactions, identify payload issues, or guide customers through authentication and data handling problems. • Investigate widget or SDK behavior, identify CORS or rendering errors, and provide safe code examples or solutions. • Partner with Product, Engineering, and Success teams to escalate and resolve issues, contributing to documentation and feedback loops that drive continuous improvement. • Communicate clearly, humanly, and patiently, balancing technical precision with emotional intelligence in every merchant interaction. • Work as part of a global team to ensure seamless support coverage, writing thorough notes and handoffs that set the next shift up for success. • Deliver experiences that drive organic growth through positive reviews and customer advocacy, building social proof and pride in the quality of our work. • Willingness to get involved and help as needed to support cross-functional efforts. Confidently and clearly guide merchants through technical resolutions by joining live troubleshooting calls.

🎯 Requirements

• 5+ years of experience in a highly technical support or solutions engineering support within SaaS, ecommerce, or similar environments. • Familiarity with the Shopify Ecosystem: Proven experience collaborating with Shopify merchants, utilizing Shopify apps, and possessing technical skills in modifying Shopify themes. • Understanding of APIs, including authentication, response codes, and payloads; able to test and debug integrations confidently. • Proficiency in JavaScript, particularly in diagnosing integration or SDK-related issues (CORS errors, missing tags, conflicts). • Strong grasp of CSS and HTML, with experience diagnosing styling conflicts or layout issues and providing safe, actionable fixes. • Working knowledge of SQL for investigating data anomalies and tracing records across systems using JOINs or filters. • Proficiency with Browser DevTools, Shopify Liquid, and API testing tools (e.g., Postman, Insomnia). • Excellent written and spoken communication skills, with an ability to explain technical concepts to both technical and non-technical audiences. • Strong async communication habits, ensuring seamless collaboration and handoffs across global time zones.

🏖️ Benefits

• Remote work within Canada • Core working hours Monday to Friday, 9am-5pm Eastern Time • Positive work culture focused on growth and collaboration • Access to a diverse range of backgrounds and experiences in the team