Product Support Engineer

About the Role

You will be required to deliver exceptional customer experiences through chat, email, and Slack. Youll resolve product-related queries, troubleshoot technical issues, and ensure high CSAT scores by providing timely, empathetic, and accurate support. This role involves collaborating with internal teams, spotting process gaps, and staying updated on product improvements to drive efficiency and customer satisfaction.

Key Responsibilities

• Resolve product-related queries using chat-based software and manage merchant issues on Slack.
• Own Customer Satisfaction (CSAT) by delivering timely, empathetic, and accurate resolutions.
• Proactively identify and resolve process issues to improve support efficiency.
• Meet quality standards, KPIs, and KRAs consistently across all support channels (email, chat, Slack, video).
• Provide technical troubleshooting and product expertise for Shopify/Loop Subscriptions, using internal documentation and staying updated on product changes.
• Identify trends and report missing documentation to relevant teams.
• Address outages or critical issues quickly, ensuring timely communication with engineers and managers.
• Provide outbound video support as requested.

Ideal Profile

• Minimum 1-2 years of experience in customer support or a related customer-facing role.
• Understanding of JavaScript, HTML, and CSS.
• Initiative-focused mindset with a self-driven approach.
• Strong problem-solving skills and attention to detail.
• Strong communication skills, both written and verbal.
• Bachelors degree in a technology-related field.
• Experience in the SaaS industry.