Senior Technical Support Lead

Job not on LinkedIn

November 26

Apply Now

Receive Emails with Similar Jobs

Stay AI

WebsiteLinkedInAll Job Openings

eCommerce • SaaS • Artificial Intelligence

Stay AI is a leading platform for managing and optimizing eCommerce subscription services, specifically tailored for Shopify users. Featuring a comprehensive suite of tools powered by artificial intelligence, Stay AI helps brands innovate in subscription management, personalize customer interactions, reduce churn, and increase average order value. The platform offers advanced A/B testing capabilities, retention strategies, and multi-functional dashboards to track and improve subscription metrics over time. With its integrated approach to subscriber engagement through AI-driven personalization, Stay AI aims to revolutionize customer lifecycle management for eCommerce businesses.

51 - 200 employees

🛍️ eCommerce

☁️ SaaS

🤖 Artificial Intelligence

💰 $15.1M Series A on 2023-07

📋 Description

• Serve as the highest-tier technical escalation point for complex, cross-system, and high-impact customer issues. • Diagnose and resolve issues involving APIs, integrations, webhooks, data pipelines, authentication, and platform configuration. • Perform deep technical investigations using logs, monitoring tools, databases, and internal debugging environments. • Lead the technical response during major incidents, coordinating with Engineering, Product, and Support stakeholders. • Drive root-cause analysis and post-incident reviews, documenting findings and ensuring preventive actions are implemented. • Maintain ownership of long-running or multi-team technical issues until full resolution. • Develop, refine, and enforce best practices for troubleshooting, escalation, and customer communication. • Identify recurring product issues or operational gaps and proactively propose solutions. • Contribute to internal runbooks, knowledge base articles, and tooling improvements to streamline support workflows. • Act as a bridge between Support and Engineering/Product teams, translating customer issues into actionable technical insights. • Provide feedback on product reliability, edge-case behaviors, and customer experience pain points. • Participate in technical reviews for new features to ensure support readiness and identify potential risk areas. • Manage high-stakes customer interactions that require deep technical understanding and clear communication. • Assist customers with advanced debugging, configuration best practices, API usage, and integration flows.

🎯 Requirements

• 5–7+ years of experience in technical support, technical operations, or product support roles in a SaaS or cloud environment. • Expert troubleshooting skills across Shopify solutions with a focus on subscriptions • Ability to break down complex technical problems and communicate findings clearly to both technical and non-technical audiences. • Experience working directly with engineering teams on bug triage, debugging, and release readiness. • Nice-to-Haves • Strong familiarity with tools such as Postman, cURL, SQL, logging/monitoring systems, and debugging utilities. • Familiarity with incident management frameworks (e.g., ITIL, post-mortems, RCA methodology). • Background supporting products with APIs, integrations, or data pipelines. • Prior experience in a customer-facing senior escalation or technical lead role.

🏖️ Benefits

• Collaboration is at the heart of everything we do, as we firmly believe in the power of teamwork. • We try to create opportunities to meet each other, organizing annual offsite retreats in beautiful Park City and Mexico!