Technical Support Engineer

We're on a mission to make address validation seamless and accessible for businesses worldwide. We're growing our Technical Support Engineering team and looking for someone who combines technical prowess with customer obsession to help our customers solve complex address validation challenges and maximize their use of our Shopify App.

If diving into partner technical documentation, troubleshooting integration issues, and helping Shopify developers and retail owners implement better address validation excites you, read on...

Please note that our application process includes practical technical assessments, including working with our documentation and solving real-world validation scenarios. This is crucial as it demonstrates both your technical capabilities and your ability to understand our product deeply.

You must have:
-2+ years of technical support experience with APIs, ideally in a SaaS company
-Strong English writing and speaking skills, as you'll communicate with customers daily
-Basic knowledge of at least one programming language (JavaScript, etc.)
-Experience with support ticketing systems like Zendesk or Intercom
-Track record of maintaining 90%+ customer satisfaction scores
-Ability to work in EST timezone hours (night shift if Philippines-based)

It's a bonus if you have:
-Computer Science degree or coding bootcamp experience
-Previous work with international clients/companies
-Experience writing/reading technical documentation

You'll be a great fit if you can:
-Read and understand documentation easily
-Break down technical problems step by step
-Write clear emails explaining technical concepts
-Handle 10-20 support tickets per day
-Maintain calm and professional communication even with frustrated customers
-Work independently during your shift
-Meet response time targets (first response within 5-10 minutes)

Things You'll Do:

Address Guard is a fast-growing, remote-first company, so you'll get experience across many aspects of our technical operations. Here's what you'll focus on:
- Help customers via email and live chat with implementation questions, Shopify troubleshooting, and best practices for address validation.
- Email contacts across the customer journey to assist with onboarding, ongoing product knowledge and understand reasons the customer left
- Debug customer integration issues by reviewing API logs, testing endpoints, and replicating scenarios in Shopify.
- Create detailed technical documentation for both internal and customer-facing use.
- Collaborate with our engineering team to identify, document, and test bug fixes.
- Share knowledge through customer-facing documentation and maintain our technical knowledge base.
- Contribute to product improvements by gathering customer feedback and identifying common pain points.
- Work with customers to optimize their address validation implementations and reduce error rates.

When You'll Work:

We're hiring across the Philippines to support our global customer base. You'll work primarily with customers in North American business hours, with flexibility across these time zones:

- 9:00 PM - 6:00 AM PHT (8:00 AM - 5:00 PM EST)
- 10:00 PM - 7:00 AM PHT (9:00 AM - 6:00 PM EST)


The Application Process:

1. Submit your application with the title "HELLO WORLD" and your relevant background/experience
2. Complete a technical assessment including:
- Working with our product to solve a real-world validation scenario
- Responding to sample customer inquiries
3. Interview with our team lead