Technical Support Engineer

Summary

Jurni is building infrastructure for commerce in an AI-driven world. The Technical Support Engineer will own customer technical issues across Jurni, Shopify, and related e-commerce integrations, investigating and resolving problems while escalating genuine product bugs to Engineering. The role also involves customer implementation support, quality assurance, documentation, and identifying recurring issues for product improvement.

Responsibilities

• Own incoming technical support requests from Jurni customers via Slack and our support channels
• Troubleshoot issues across Jurni landing pages, tracking, integrations, and third-party apps
• Reproduce customer-reported issues and determine whether the problem comes from Jurni, Shopify, configuration, a third-party integration, or the customer's implementation
• Resolve issues independently when possible, and escalate genuine product bugs to Engineering with clear reproduction steps, expected vs. actual behavior, screenshots, URLs, IDs, logs, and other relevant context
• Help customers configure Jurni correctly, including Shopify setup, products, variants, selling plans, Markets, scripts, pixels, and integrations
• Troubleshoot common e-commerce integrations including analytics, advertising pixels, reviews, subscriptions, email/SMS, and consent tools
• QA customer implementations and new Jurni functionality to make sure everything works correctly before and after launch
• Jump on customer calls or screen shares when a technical issue is easier to solve live
• Identify recurring support issues and work with Product and Engineering to improve the product
• Create and improve internal documentation and Help Center articles so common questions can increasingly be solved without Engineering involvement

Skills

• • 3+ years of experience in technical support, implementation, or a similar customer-facing technical role, ideally at a SaaS or e-commerce technology company
• • Strong hands-on experience with Shopify and the Shopify ecosystem
• • Comfortable troubleshooting e-commerce storefronts and understanding how products, variants, carts, checkout, discounts, selling plans, Shopify Markets, themes, and third-party apps interact
• • Experience troubleshooting integrations such as GTM, GA4, Meta Pixel, TikTok, Klaviyo, Yotpo, Okendo, Judge.me, or similar e-commerce tools
• • Comfortable using browser developer tools and reading basic HTML, CSS, and JavaScript
• • Familiarity with APIs, webhooks, JSON, cookies, URL parameters, network requests, and tracking events
• • Excellent written and spoken English, with the ability to explain a technical problem clearly to both a marketer and an engineer
• • Strong troubleshooting instincts. You don't immediately escalate something because it "doesn't work"; you investigate until you understand what's actually happening
• • Highly organized and comfortable managing multiple customer issues at once
• • Comfortable working independently in a fast-moving startup environment
• • Previous experience at a Shopify, e-commerce, or SaaS technology company
• • Familiarity with e-commerce, marketing, analytics, experimentation, and customer engagement tools commonly used by online brands
• • Experience troubleshooting tracking, attribution, analytics, pixels, conversion flows, or third-party applications
• • Experience working directly with e-commerce brands, agencies, marketers, or performance teams

Qualifications

Must Haves

• • 3+ years of experience in technical support, implementation, or a similar customer-facing technical role, ideally at a SaaS or e-commerce technology company
• • Strong hands-on experience with Shopify and the Shopify ecosystem
• • Comfortable troubleshooting e-commerce storefronts and understanding how products, variants, carts, checkout, discounts, selling plans, Shopify Markets, themes, and third-party apps interact
• • Experience troubleshooting integrations such as GTM, GA4, Meta Pixel, TikTok, Klaviyo, Yotpo, Okendo, Judge.me, or similar e-commerce tools
• • Comfortable using browser developer tools and reading basic HTML, CSS, and JavaScript
• • Familiarity with APIs, webhooks, JSON, cookies, URL parameters, network requests, and tracking events
• • Excellent written and spoken English, with the ability to explain a technical problem clearly to both a marketer and an engineer
• • Strong troubleshooting instincts. You don't immediately escalate something because it "doesn't work"; you investigate until you understand what's actually happening
• • Highly organized and comfortable managing multiple customer issues at once
• • Comfortable working independently in a fast-moving startup environment

Nice to Haves

• • Previous experience at a Shopify, e-commerce, or SaaS technology company
• • Familiarity with e-commerce, marketing, analytics, experimentation, and customer engagement tools commonly used by online brands
• • Experience troubleshooting tracking, attribution, analytics, pixels, conversion flows, or third-party applications
• • Experience working directly with e-commerce brands, agencies, marketers, or performance teams

Benefits

• Real input into how the support function is shaped
• Direct access to founders and engineering
• Real ownership over your area
• Equity in a company growing quickly with some of the best brands in e-commerce