Technical Solutions Specialist

Summary

ExpertVoice is a company that collaborates with leading consumer brands to enhance their ecommerce solutions. The Technical Solutions Specialist serves as a technical advisor, helping clients implement and optimize order tracking solutions while ensuring high-quality performance and client satisfaction.

Responsibilities

• Serve as the primary technical point of contact for clients implementing order tracking solutions
• Work with brands to understand their ecommerce platform, order management workflows, fulfillment processes, and tracking data requirements
• Support integrations with ecommerce platforms, order management systems, fulfillment partners, shipping carriers, and related technology providers
• Partner with Implementation and Engineering teams to configure, test, validate, and launch order tracking integrations
• Translate client business requirements into clear technical workflows, documentation, and implementation plans
• Help troubleshoot integration issues related to order data, shipment updates, tracking events, data feeds, APIs, or platform configuration
• Monitor ongoing order tracking performance reporting to identify data gaps, failures, inconsistencies, or other tracking issues
• Analyze reporting trends to proactively detect potential client or platform-specific problems
• Work directly with brands to investigate and resolve tracking performance issues
• Coordinate with Product, Engineering, Support, and Implementation teams to diagnose root causes and ensure timely resolution
• Communicate issue status, impact, next steps, and timelines clearly to both internal stakeholders and client contacts
• Document recurring issues, technical findings, and resolution paths to improve future implementation and support processes
• Build trusted relationships with client stakeholders across ecommerce, operations, digital, customer experience, and technical teams
• Provide technical guidance and best practices to help clients maximize the value of order tracking capabilities
• Support ongoing technical check-ins, performance reviews, and account planning discussions as needed
• Partner with Customer Success and Sales to support renewals, expansions, and strategic account growth
• Help clients understand tracking performance, integration health, and opportunities for improvement
• Serve as the voice of the client internally related to integrations, sharing feedback, pain points, and product needs with relevant teams
• Identify opportunities to improve order tracking functionality, reporting, integrations, and client workflows
• Partner with Product and Engineering to ideate and solution for future product features related to order tracking
• Translate client feedback and recurring technical challenges into clear product requirements or enhancement recommendations
• Contribute to product discovery by sharing insights from client implementations, performance reporting, and issue patterns
• Support testing, validation, and rollout of new order tracking features or enhancements
• Work closely with Sales, Customer Success, Product, Engineering, and Implementation teams to support client success
• Provide technical expertise during as needed pre-sales, onboarding, implementation, renewal, and expansion conversations
• Maintain clear documentation of client configurations, technical requirements, known issues, reporting insights, and action plans
• Help improve internal processes, playbooks, reporting workflows, implementation materials, and client-facing documentation
• Ensure smooth handoffs between internal teams throughout the client lifecycle

Skills

• 3+ years of experience in technical account management, implementation, customer success, solutions consulting, support engineering, sales engineering, ecommerce operations, or a related technical client-facing role
• Experience working with ecommerce platforms such as Shopify, Salesforce Commerce Cloud, Magento, BigCommerce, WooCommerce or similar platforms
• Familiarity with order management systems, warehouse management systems, shipping carriers, fulfillment providers, or post-purchase customer experience tools
• Experience with APIs, webhooks, data mapping, reporting dashboards, tracking events, or data validation
• Strong technical aptitude with the ability to understand APIs, data feeds, integrations, platform configurations, and system workflows
• Ability to analyze performance reports, identify trends or anomalies, and translate findings into actionable next steps
• Strong troubleshooting and problem-solving skills, especially across multiple systems or stakeholders
• Excellent communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences
• Proven ability to manage multiple client accounts, priorities, escalations, and projects at the same time
• Experience collaborating cross-functionally with Sales, Customer Success, Product, Engineering, and Implementation teams
• Highly organized, detail-oriented, and comfortable documenting technical workflows, issues, and resolutions
• Background in SaaS, retail technology, logistics technology, ecommerce enablement, or post-purchase experience platforms
• Experience contributing to product feedback, feature discovery, or technical solution design
• Ability to use data and client feedback to recommend product or process improvements

Qualifications

Must Haves

• 3+ years of experience in technical account management, implementation, customer success, solutions consulting, support engineering, sales engineering, ecommerce operations, or a related technical client-facing role
• Experience working with ecommerce platforms such as Shopify, Salesforce Commerce Cloud, Magento, BigCommerce, WooCommerce or similar platforms
• Familiarity with order management systems, warehouse management systems, shipping carriers, fulfillment providers, or post-purchase customer experience tools
• Experience with APIs, webhooks, data mapping, reporting dashboards, tracking events, or data validation
• Strong technical aptitude with the ability to understand APIs, data feeds, integrations, platform configurations, and system workflows
• Ability to analyze performance reports, identify trends or anomalies, and translate findings into actionable next steps
• Strong troubleshooting and problem-solving skills, especially across multiple systems or stakeholders
• Excellent communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences
• Proven ability to manage multiple client accounts, priorities, escalations, and projects at the same time
• Experience collaborating cross-functionally with Sales, Customer Success, Product, Engineering, and Implementation teams
• Highly organized, detail-oriented, and comfortable documenting technical workflows, issues, and resolutions

Nice to Haves

• Background in SaaS, retail technology, logistics technology, ecommerce enablement, or post-purchase experience platforms
• Experience contributing to product feedback, feature discovery, or technical solution design
• Ability to use data and client feedback to recommend product or process improvements

Benefits

• Opportunity to earn bonuses through our Company performance plan
• Annual merit increases
• Medical, dental, and vision insurance for employees, with coverage extended to eligible dependents
• Flexible spending accounts (FSA)
• Health savings accounts (HSA)
• Life insurance
• Short- and long-term disability
• Up to 15 weeks of paid parental leave for full-time employees
• 401(k) plan
• Generous immediately vested employer match
• Fully remote, with the expectation that team members can follow our standard work hours schedule from 10:00am-3:00pm MT Monday-Friday (unless otherwise communicated)
• Remaining work hours must be aligned with and approved by the manager
• Clients often extend exclusive incentive purchase programs to EV employees