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T2 Technical Support Specialist

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Smile.io

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Location:
Canada

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

72000.00 CAD / Year
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Job Description:

As a T2 Technical Support Specialist, you’ll be part of the team that powers the merchant experience at Smile. You’ll help ecommerce merchants solve technical issues, optimize integrations, and unlock the full value of their loyalty programs. You’re equally comfortable digging into API logs, debugging JavaScript integrations, and guiding merchants through configuration changes in Shopify or other ecommerce platforms. This role sits at the intersection of technology, empathy, and ownership, combining deep technical expertise with a genuine drive to help customers and take full responsibility for resolving complex issues. You’ll provide world-class technical support while balancing speed, accuracy, and care.

Job Responsibility:

  • Deliver High-Quality Technical Support: Investigate, troubleshoot, and resolve complex technical issues across multiple systems (APIs, integrations, custom JS/CSS, and data flows)
  • Provide Expert Product Guidance: Become a Smile product expert and help merchants maximize the benefits of our platform, offering guidance on configuration, integrations, and best practices. This is done through meetings, email conversations, or 1:1
  • Support Ecommerce Integrations: Diagnose issues in Shopify, BigCommerce, and other ecommerce platforms. Confidently troubleshoot theme conflicts, Liquid templates, or custom storefronts
  • Diagnose & Debug APIs: Use your understanding of RESTful APIs to debug and test API interactions, identify payload issues, or guide customers through authentication and data handling problems
  • Use Browser DevTools & JS Knowledge: Investigate widget or SDK behavior, identify CORS or rendering errors, and provide safe code examples or solutions
  • Collaborate Across Teams: Partner with Product, Engineering, and Success teams to escalate and resolve issues, contributing to documentation and feedback loops that drive continuous improvement
  • Model Merchant Empathy: Communicate clearly, humanly, and patiently, balancing technical precision with emotional intelligence in every merchant interaction
  • Maintain Round-the-Clock Excellence: Work as part of a global team to ensure seamless support coverage, writing thorough notes and handoffs that set the next shift up for success
  • Contribute to Reviews & Merchant Sentiment: Deliver experiences that drive organic growth through positive reviews and customer advocacy, building social proof and pride in the quality of our work
  • Live Support: Willingness to get involved and help as needed to support cross-functional efforts. Confidently and clearly guide merchants through technical resolutions by joining live troubleshooting calls

Requirements:

  • 5+ years of experience in a highly technical support or solutions engineering support within SaaS, ecommerce, or similar environments
  • Familiarity with the Shopify Ecosystem: Proven experience collaborating with Shopify merchants, utilizing Shopify apps, and possessing technical skills in modifying Shopify themes
  • Understanding of APIs, including authentication, response codes, and payloads
  • able to test and debug integrations confidently
  • Proficiency in JavaScript, particularly in diagnosing integration or SDK-related issues (CORS errors, missing tags, conflicts)
  • Strong grasp of CSS and HTML, with experience diagnosing styling conflicts or layout issues and providing safe, actionable fixes
  • Working knowledge of SQL for investigating data anomalies and tracing records across systems using JOINs or filters
  • Proficiency with Browser DevTools, Shopify Liquid, and API testing tools (e.g., Postman, Insomnia)
  • Excellent written and spoken communication skills, with an ability to explain technical concepts to both technical and non-technical audiences
  • A solutions mindset: you don’t default to “no” you dig into the “why,” share context, and propose practical ways to reach the desired outcome
  • Strong async communication habits, ensuring seamless collaboration and handoffs across global time zones
  • Demonstrated commitment to quality: you care deeply about the experience customers have when working with you, and it shows in your thoroughness and empathy

Nice to have:

  • Familiarity with Python or command-line tools for light scripting or log parsing
  • Understanding of security and data privacy basics (tokens, PII handling, GDPR implications)
  • Exposure to AI-assisted troubleshooting or customer support workflows

Additional Information:

Job Posted:
December 12, 2025

Employment Type:
Fulltime
Work Type:
Remote work
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