Technical Support Specialist II

Shogun

Shogun

IT, Customer Service
United States · Remote
Posted on Friday, April 26, 2024

Shogun is on a mission to empower brands to create exceptional ecommerce experiences, and in the process, build the best remote company.

Since being in the Winter 2018 batch of Y-Combinator, we've seen tremendous growth while intentionally creating a culture where people from all backgrounds belong. Our company and products are informed by diverse perspectives from the best talent around the world. We are fully remote, have no offices, and are looking for team members who are excited to work remotely.

We closed our Series A and B in 2020, and after raising a $67.5M Series C in 2021, we are scaling faster than ever. Some of our investors include Insight Partners, Initialized Capital, Accel, VMG Partners, and Y Combinator.

Location

For this position, we are looking for candidates located in the United States or Canada.

What You'll Do

As a Technical Support Specialist II, you will be responsible for troubleshooting and resolving technical issues for our customers. This role is ideal for a front-end web developer with an eye for working on challenging customer problems and a passion to make customers successful.

  • Diagnose and solve technical issues.
  • Collaborate with the Engineering teams to report software bugs and suggest improvements based on customer feedback.
  • Create and maintain detailed documentation of common issues and solutions to enhance our knowledge base.
  • Collaborate with the product development team to relay customer feedback and suggest improvements for product enhancements.

What You'll Bring

  • At least 2 years of professional experience in technical support roles where you diagnosed and solved technical issues related to CSS, JS and HTML.
  • Experience with Liquid template language and ecommerce platforms such as Shopify and BigCommerce.
  • Experience with ticketing and customer support tools, preferably JIRA and Intercom.
  • Experience documenting technical processes and solutions, with the ability to explain technical concepts to non-technical users.

US Pay Range: $67,175 - $90,875

Canada Pay Range: C$61,900 - C$72,825

The final job level and compensation will be determined by various factors such as a candidate’s relevant work experience, years of relevant experience, skills, qualifications, certifications, geographic location, other business considerations.
Salary Range
$67,175$90,875 USD

A Note to Future Shogies

We know the confidence gap and imposter syndrome can get in the way of meeting potential Shogies. If you have relevant skills that are not reflected in your resume, we welcome your candidacy and encourage you to share more in an optional cover letter, even if your experience doesn’t match our exact requirements. We are committed to building a diverse, inclusive, and equitable workplace where everyone feels like they belong. We encourage you to apply if you feel this role is a good fit for you, and we look forward to hearing from you!

What We Offer (Varies by Location)

  • Competitive salary
  • Company-sponsored healthcare, visioncare, dentalcare for you and your dependents
  • Retirement plans with matching contributions (401k, Pension, and RRSP)
  • Paid parental leave
  • Stock options
  • Yearly company and department off-sites
  • Home office set-up reimbursement
  • Monthly home office productivity reimbursement
  • Co-working space reimbursement
  • PTO, sick leave, holidays, Shogie appreciation days, COVID-19 related time off
  • Learning and Development reimbursement
  • Mental health and wellbeing offerings
  • Quarterly Wellness reimbursement
  • Remote work – We are a diverse and distributed team that uses Slack, Zoom, Notion, and other tools to stay connected

Our Values

  • Work in the open: We strive for transparency and operate with high integrity. We value diverse feedback and give insight to both our Shogies and clients.
  • People are People: We believe everyone should be treated with respect. We seek to understand teammates and clients through questions and feedback.
  • Win and grow together: We are all on the Shogun team, and love to see teammates and clients succeed. We challenge, learn from, help out, and cheer each other on as we continue to grow.
  • Biased to Action: Agility and ownership in all that we do. We deliver value to each other and clients iteratively and quickly.

Shogun supports workplace diversity and does not discriminate on the basis of race, color, religion, gender identity/expression, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, physical or mental disability, or any other protected class.

At this time Shogun does not use AI to make recruiting or hiring decisions.

Please refer to the position specific location requirements listed under the location section of the job description as we are interested in every qualified candidate who is eligible to work in the mentioned location(s) without requiring employment visa sponsorship.