Technical Support

Job Description

REQUIREMENTS

• Experience 1+ year of customer support experience, preferably in SaaS, eCommerce, or technical support.
• Industry Knowledge Familiarity with online marketplaces (Amazon, eBay, Etsy, Walmart) and how sellers manage listings, inventory, and orders.
• Communication Skills Strong written communication skills, as the role is primarily asynchronous chat and emailbased.
• Technical Skills Ability to troubleshoot technical issues methodically, such as API connections, data syncs, and browserbased applications.
• Multitasking Comfort working with multiple tools simultaneously, including Intercom, billing platforms, admin dashboards, and Jira.
• Mindset Customerfirst mindset with a dedicated focus on firstcontact resolution.

RESPONSIBILITIES

• Frontline Support Provide support to merchants via Intercom (async chat, inapp messaging, and email), maintaining a response time of under 5 minutes and a CSAT score of 95% or above.
• Core Troubleshooting Troubleshoot core product issues including inventory sync discrepancies, listing publishing errors, channel connection/authentication problems, order management, and shipping label generation via the ShipEngine integration.
• Integration Support Support marketplace integrations across Amazon, eBay, Etsy, Walmart, and Google Shopping Actions by understanding unique channel requirements, listing templates, and itemspecific fields.
• Shopping Cart Connections Assist with shopping cart connections (Shopify, WooCommerce, BigCommerce), troubleshooting API connectivity, product import, and sync issues.
• Billing & Subscription Management Guide merchants through billing and subscription inquiries using Recurly, including plan upgrades, downgrades, trialtopaid conversions, invoice issues, and cancellation flows.
• Onboarding Support Support onboardingphase merchants during their 30day free trial with initial channel setup, product catalog creation, SKU management, listing template configuration, and first inventory syncs.
• Internal Tool Optimization Leverage internal tools (Sellbrite Admin tool, Intercom workflows/Resolution Bot, Recurly, Jira Service Management, and the 245+ article knowledge base) to diagnose and resolve merchant issues efficiently.
• Technical Escalation Escalate complex issues involving APIlevel failures, data integrity concerns, or platform bugs to Tier 2/TAM team members or engineering via Jira and the #sellbritecustomerissues Slack channel.
• Documentation Contribution Contribute to knowledge base maintenance by identifying documentation gaps and flagging recurring issues in monthly QA summaries.

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