[Hiring] Tech Support Specialist @Dotdigital

Role Description

Assist customers with setup and resolve technical issues that require web development knowledge. Serve as a frontline technical resource, jumping in quickly on urgent issues while building out documentation to help customers self-serve over time.

Responsibilities

• Troubleshoot and resolve customer technical issues
• Guide customers through product setup and configuration
• Respond to urgent issues quickly and see them through to resolution
• Write and maintain help documentation for recurring issues and common setup flows
• Escalate bugs and product issues to engineering with clear reproduction steps

Qualifications

• Strong web development fundamentals: HTML, CSS, JavaScript, DevTools, networking basics, web vitals
• Strong written and spoken English
• Patient and customer-focused; able to explain technical concepts clearly to non-technical users
• Able to stay calm and effective under time pressure

Requirements

• Shopify experience (big plus, especially Shopify themes)
• Prior experience in a technical support or solutions role
• Experience writing public-facing technical documentation

Interview Process

• 30 min intro call with our Head of CS to assess support skills/experience
• 30 min live technical assessment with CTO
• 30 min final interview with CCO