Technical Solutions Engineer
hace 2 meses
Gorgias empowers ecommerce brands to grow through AI-powered customer experience. We are the #1 CX platform in the industry, trusted by over 15,000 merchants worldwide - from small independent shops to some of the largest ecommerce brands in the world.
We offer the most integrations of any tool on Shopify (100+) and the ability to get setup fast, without the need for complex onboarding. Gorgias offers its users a unified platform to manage every aspect of their customer support on every channel.
We can automate 60% of a brand’s support so that agents can focus on high-value conversations and driving sales. Plus, we offer purpose-built marketing tools to help merchants convert more shoppers into customers, driving GMV.
**About the Team**:
The Technical Solutions Engineering team drives innovation by delivering tailored integration solutions that address the unique challenges and needs of our merchants. By providing these technical solutions, we help our merchants optimize their workflows, enhance operational efficiency, and unlock new opportunities for growth.
Our team is committed to supporting all merchants, ensuring they receive the highest level of service and seamless, reliable integrations that meet their specific business goals.
**About the Role**:
As a Technical Solutions Engineer, you will collaborate directly with merchants, partners and cross-department stakeholders, providing technical expertise from the final stages of the sales cycle, during the implementation launch phase, and all throughout the merchant journey.
You will play a key role in delivering tailored solutions, ensuring smooth implementations, and supporting merchants throughout their journey whenever they require custom builds or integrations. Your work will be critical in enhancing customer satisfaction and driving successful outcomes for our clients.
As a Technical Solutions Engineer you will be interfacing with Sales, Implementation Managers, CSMs, Technology Partners, and Executive Leadership at Gorgias. Every solution is different and we are looking for someone who can think outside of the box, is customer centric, and has an easy time communicating with both internal and external, technical and non-technical audiences.
**What You’ll Do**:
- Serve as product/API expert for developer partners and merchants during the scoping and building phases of integrations.
- Collaborate directly with partners and clients to provide detailed technical analysis and innovative solutions for API-related challenges.
- Work closely with the sales engineering team post-demo to transform initial requirements and v1 solutions into fully launched, built-out integrations.
- Act as the technical solutions expert for Advanced and Enterprise merchants, addressing complex needs that go beyond the capabilities of our native product or out-of-the-box integrations.
- Develop custom integrations and solutions for top ARR merchants, ensuring smooth and successful launches of 3rd-party apps within the Gorgias ecosystem.
- Maintain and unblock issues and bugs that arise impacting custom solutions built by the team
- Manage support tickets efficiently, ensuring timely follow-ups and appropriate escalation paths when necessary.
- Empathize with users of all experience levels, quickly diagnosing their issues and providing actionable solutions.
- Gather and document feedback from developer partners on areas for improvement, including our API, partner portal, and onboarding processes.
- Create custom solution templates and guides to offer practical solutions for clients and partners.
- Provide creative workaround suggestions when direct integrations are not feasible.
**Who You Are**:
- 3+ years of experience in the software industry, ideally in consulting, project management, or product management roles.
- Proven experience supporting merchants through complex integration journeys, with a focus on guiding external developers through 3rd-party integrations.
- Proficient in tools and technologies such as POSTMAN, JavaScript, Python, REST API frameworks, and JSON payloads.
- Knowledge of SQL databases and web technologies like HTML/CSS.
- Familiar with SaaS platforms such as Shopify, WooCommerce, ReCharge, Zapier, PipeDream, ShipBob, and similar ecosystems.
- Confident in discussing technical concepts and capable of explaining API functionalities clearly and effectively to diverse audiences - both external stakeholders and cross-functional internal teams.
- Good at time management with multiple priorities and projects at one time.
**Nice to Have**:
- Previous experience working in a customer success or post-sales engineering role.
- Experience working with top tier enterprise merchants.
- Previous experience working at a company at $100m ARR+.
- Familiarity with GraphQL and advanced API techniques.
- Hands-on experience with eCommerce platforms like Magento, BigCommerce, or Salesforce Commerce Cloud.
- Familiarity with automation platforms like Zapier o
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