Technical Support Engineer

Jurni is hiring a Technical Support Engineer to own customer technical questions from investigation through resolution. The role troubleshoots Shopify and e-commerce issues, supports customer implementations, escalates product bugs with clear evidence, and works with Product and Engineering to improve documentation and the product.

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

Requirements:

• 3+ years of experience in technical support, implementation, or a similar customer-facing technical role
• 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
• ideally at a SaaS or e-commerce technology company
• 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