Our client is the world’s leading eCommerce SaaS platform that enables businesses to integrate, manage, and optimize their sales processes across dozens of online marketplaces. Thousands of customers in more than 60 countries use their software to transform the way they sell online.

They are seeking a self-starting Technical Support Engineer Lead to join the North America technical support team in Austin, TX. In this role, you will be responsible for helping our customers troubleshoot first-line technical issues as well as contributing to our company culture as our team continues to grow. They will be responsible for managing the L1 Tech Support Engineers during their allotted shift to ensure customer queries are handled in an efficient manner.

The ideal candidate:


  • Offer Tier 1 technical support for new and existing customers
  • Manage the team during their allotted shift
  • Communicate with customers via Tickets, Live Chats, or Phone
  • Proactively look for solutions to problems and propose improvements
  • Work in rotating shifts to make sure that the whole team covers each coasts’ hours


  • Eager to solve problems through cross-departmental collaboration
  • Quick at problem-solving and providing effective solutions
  • Transparent with ideas or thoughts on improvement of operations or workflow
  • Understanding the value and importance of your position to our customers’ lives
  • Not happy settling for the bare minimum
  • Not afraid to admit when you’ve made mistakes so you can correct them and learn
  • Capable of asking for and accepting help whenever necessary
  • Willing to work flexible hours


  • 1 year of experience working in a similar, technical support role
  • Team management experience
  • An understanding of SQL and API principles
  • A genuine interest in eCommerce and business development
  • Strong organizational and communication skills
  • A proven track record of success
  • Bachelor’s degree (preferred but not required)

This is a lead support position paying an hourly rate with OT opportunities available.
They also provide full health benefits, a generous PTO allowance, and 401k matching