Technical Customer Support Specialist

Job Description

About the Role Join our dedicated night shift team to provide 24/7 support for our global Shopify app user base. This role is perfect for night owls who want to make a significant impact by supporting merchants across different time zones and ensuring our app delivers value around the clock. Key Responsibilities Provide technical support via email, chat, meet calls and help desk tickets during night hours Handle urgent technical issues and escalations from global merchants Troubleshoot app functionality, installation, and integration problems Support merchants in different time zones (APAC, Europe, late-night Americas) Maintain detailed documentation of issues and resolutions for day team handoffs Monitor app performance and system alerts during off-peak hours Collaborate with international development teams for urgent bug fixes Provide feedback on common issues to improve product stability and user experience Required Qualifications 2+ years of experience in technical customer support, preferably in SaaS Strong understanding of Shopify ecosystem, including app marketplace and merchant needs Experience with SaaS products and subscription business models Excellent written communication skills for global customer base Self-motivated and comfortable working independently during night hours Strong troubleshooting skills and technical problem-solving abilities Experience with support ticket systems and knowledge base management Ability to prioritize and manage multiple urgent issues simultaneously Preferred Qualifications Previous night shift or remote work experience Understanding of global e-commerce markets and time zone considerations Experience with API troubleshooting and technical integrations Knowledge of web development basics (HTML, CSS, JavaScript) Familiarity with merchant onboarding and customer success processes Experience supporting international customers across different cultures Shift-Specific Benefits Night shift differential pay Flexible break schedule during quiet periods Direct collaboration with global development teams Opportunity to become subject matter expert on complex technical issues Professional development support for skill advancement How to Apply Please submit your resume along with a brief cover letter explaining your experience with Shopify, SaaS support, and (for night shift) your preference for night shift work. Include any relevant certifications or portfolio examples of customer support excellence. About Scrollengine Labs Scrollengine is a leading Shopify app that revolutionizes local delivery and store pickup operations for e-commerce merchants. With over 2000+ installations and a perfect 5-star rating, we’re trusted by merchants globally from the USA to Dubai, UK to Singapore. Our AI-powered platform automates delivery operations with real-time tracking, intelligent route optimization, and seamless customer notifications. We help merchants reduce Non-Delivery Rates by up to 60% while providing their customers with exceptional delivery experiences. What sets us apart is our commitment to exceptional customer support - merchants consistently praise our responsive team and willingness to create custom features that suit individual store needs. We’re not just a SaaS company; we’re partners in our merchants’ success, helping them focus on what really matters while we handle the logistics technology. Show more Show less