Technical Support Specialist

Job Title: Technical Support Specialist

Location: Remote, Full-time

Timings: US PST Shift (Night Shift)

About Atidiv:

Atidiv is a dynamic organization specializing in process outsourcing to empower internet businesses. Housing a robust back office, intricately designed for seamless operations, we prioritize efficiency and enhanced productivity. Our Trust and Safety unit ensures platform integrity, implementing stringent measures for a secure online environment. With a workforce of over 700 individuals, Atidiv operates in India and the Philippines, offering expertise in Content Moderation, Customer Service, Digital Marketing, Data Science, IT Service, and Content Services. With a proven track record, we've served over 40 global clients, showcasing our commitment to delivering cutting-edge solutions worldwide.

Job Summary:

We are hiring for a Technical Support Specialist who understands ecommerce, enjoys solving technical problems, and can work directly with customers to get issues resolved quickly. You'll sit between our customers, Customer Success, Product, and Engineering — owning technical questions from initial investigation through resolution.

Key Responsibilities:

• Own incoming technical support requests from customers via Slack and different support channels.
• Troubleshoot issues across landing pages, tracking, integrations, and third-party apps.
• Reproduce customer-reported issues and determine whether the problem comes from the client’s platform, 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 the platform correctly, including Shopify setup, products, variants, selling plans, Markets, scripts, pixels, and integrations.
• Troubleshoot common ecommerce integrations including analytics, advertising pixels, reviews, subscriptions, email/SMS, and consent tools.
• QA customer implementations and new platform 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.

Key Requirements:

• 3+ years of experience in technical support, implementation, or a similar customer-facing technical role, ideally at a SaaS or ecommerce technology company.
• Strong hands-on experience with Shopify and the Shopify ecosystem.
• Comfortable troubleshooting ecommerce 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 ecommerce 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. You should be able 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 is actually happening.
• Highly organized and comfortable managing multiple customer issues at once.
• Comfortable working independently in a fast-moving startup environment.

Must Have:

• Previous experience at a Shopify, ecommerce, or SaaS technology company.
• Familiarity with ecommerce, marketing, analytics, experimentation, customer engagement, and other tools commonly used by online brands.
• Experience troubleshooting integrations, tracking, attribution, analytics, pixels, conversion flows, or third-party applications.
• Familiarity with APIs, webhooks, browser developer tools, and other technical debugging tools.
• Experience working directly with ecommerce brands, agencies, marketers, or performance teams.

What Success Looks Like:

You'll be successful in this role when:

• Customers get fast, accurate answers without unnecessary back-and-forth.
• Most technical support issues are investigated and resolved without requiring Engineering.
• When Engineering is needed, tickets arrive with everything required to reproduce and understand the problem.
• You become deeply knowledgeable about the client’s platform, Shopify, and the ecommerce stack surrounding our customers.
• Recurring support problems turn into better documentation, processes, or product improvements.
• Customers feel like they're speaking with someone who genuinely understands their ecommerce setup — not someone reading from a support script.

Perks & Benefits:

• Work from home structure (remote), anywhere in India
• Monthly performance-based incentives
• Comprehensive benefits package such as
• Insurance coverage for self, spouse, and children
• Work-life balance, featuring vacation time-offs, parenting leaves, and yearly holiday benefits\
• Allowances for shifts i.e. evening and night shifts, internet, and more
• Targeted learning and development sessions to upskill yourself and achieve your set goals such as
• Opportunities to participate in trainings that prepare you for the future with workplace capabilities
• Focus on honing effective written and verbal communication skills