Technical Support Engineer (Ecommerce)

Job Description

About company

We are on a mission to put enterprise-grade print on demand in the hands of every creator and entrepreneur. Our platform lets anyone launch and scale a custom merch brand with zero upfront costs, zero inventory risk, and zero compromise on quality — only items that sell ever get made.

We’ve built world-class fulfilment infrastructure for leading global retailers, and now we’re opening that same production network to merchants everywhere. With local production hubs across the UK, EU, and USA, AI-powered order routing, and seamless integrations with Shopify, TikTok Shop, and more,our product delivers fast, consistent, high-quality products whether a customer is in Berlin or New York.

We’re not just a platform — we’re a growing network of entrepreneurs, creators, and operators building the future of e-commerce, one great product at a time. If you want to work on real problems at real scale, you’re in the right place.

Role Overview

We’re looking for a Technical Support Specialist to join the team and help support creators building and growing their online stores.

You’ll be the person our sellers trust if things go wrong — and the person who makes sure they go right more often.

Reporting into the Head of Customer Support, you’ll act as the bridge between our Sellers, our account managers, and our product/engineering teams — ensuring a smooth experience while identifying and solving problems across the platform.

The role is fully remote, or you can join our vibrant team in our Hanoi office.

What You’ll Be Doing

• Provide technical support via chat, email, and ticketing systems
• Be the expert at user onboarding including: Store setup, Domain configuration, Campaign creation, Store publishing, Store performance
• Monitor systems for any processes that may require attention and proactively fix them
• Diagnose and troubleshoot issues across the platform
• Triage incoming tickets
• Write and maintain help centre articles, guides, and FAQs
• Work closely with product/engineering to reproduce and document issues
• Identify recurring issues and suggest product improvements

What We’re Looking For
Essential

You’re the kind of person who’d rather fix the underlying cause than close the ticket.

• Experience working with or supporting ecommerce platforms
• Good understanding of technical concepts (web domain configuration, APIs, etc.)
• Basic knowledge of databases (e.g. querying, data structures)
• Ability to diagnose issues and identify root causes from data
• Confident communicating with external users and customers
• Ability to explain technical concepts in a clear, user-friendly way
• Organised and able to manage multiple tasks and priorities
• Experience working in a startup or fast-paced environment
• Be able to work independently but not be afraid to seek advice from your colleagues
• Familiar with leveraging AI to help your research and diagnosis
• Good English (spoken & written)
• Familiar with Web analytics tools such as:
  • GA4
  • Matomo
  • PostHog

Nice to Have:

• Experience with print-on-demand (POD) platforms or workflows
• Familiarity with tools like Jira, Confluence or similar
• Basic understanding of HTML/CSS or JavaScript
• Familiar with tools such as Swagger

What Success Looks Like

• Continual improvement in Seller satisfaction
• Issues are resolved quickly and accurately
• Tickets are triaged and handled efficiently
• Bugs are reported with clear reproduction steps and context
• Help centre content is useful and reduces repeat queries
• You proactively identify patterns and improvements
• Sellers feel supported, confident, and heard

Interview Process

2-3 online rounds + 1 test

Contract: Contractor (The employee will cover the personal income tax and social insurance by himself)