{"id":3395479,"url":"https://alion.io/job/freshly-commerce-technical-support-specialist","title":"Technical Support Specialist","company":{"id":4482966,"name":"Freshly Commerce","domain":"freshlycommerce.com","url":"https://alion.io/company/freshly-commerce","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"inferred_payroll_markers","remote_working_hours":{"label":"EST","utc_offset_min":-5,"utc_offset_max":-5},"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["CA"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Chrome DevTools","optional":false},{"name":"DNS","optional":false},{"name":"GraphQL","optional":false},{"name":"Rest API","optional":false},{"name":"Slack","optional":false}],"status":"live","first_seen_at":"2026-10-27T16:45:57Z","employer_posted_date":null,"last_verified_at":"2026-10-27T16:45:57Z","board_verified":false,"closed_at":null,"days_open":7,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":7},"description":"Headquarters: Waterloo, Canada\n\nURL: https://careers.freshlycommerce.com/\n\nAt Freshly Commerce, we're on a mission to build the logistics brain for commerce. Today, we help 25,000 Shopify brands simplify gnarly workflows like inventory, bundling, and order fulfillment (for even the world's largest brands like Sennheiser, Godiva, YAMAHA, and Stanley Drinkware). Tomorrow, we'll deliver intelligent automation that feels like an on-site operations team so merchants can focus on building their brand.\n\nWe're a fully-remote and bootstrapped company with teammates around the world. We love what we do and love who we build for. We're a small team of 9 (3 Support specialists) who amplify each other's work by working closely together: dev with support, support with marketing, and so on. We're curious, kind, scrappy yet rigorous, and highly intentional. If this sounds like the type of team you'd like to be a part of, we'd love to hear from you.\n\nAbout this role\n\nIn this role, you'll have significant ownership of your work, make impactful decisions daily, and report directly to the founders. This is a full-time remote position open to candidates in all timezones.\n\nSupport is the foundation of everything we do. Our apps have consistently maintained high ratings on the Shopify App Store because our support team genuinely cares about helping merchants succeed. As one of our early support hires, you'll get to know our products inside and out and become a go-to expert on how things work under the hood.\n\nWe hire slowly and keep the bar high, so the people you work with every day will be some of the best you’ve worked with. You'll be joining a small but growing support team, where we all wear many hats. You'll need strong troubleshooting instincts, a curious mind, and a willingness to get into the weeds. You should feel comfortable making judgment calls on UX or product questions, and know when something needs to be escalated. There's plenty of room to grow with us.\n\nWhat we're looking for\n\nSomone who fixes the process while you’re fixing the ticket.\n\nSomeone who's comfortable diving into technical issues and can confidently support merchants over email and through clear, helpful video recordings.\n\nA strong track record in customer-facing roles, with a focus on delivering thoughtful, efficient support. You listen closely, ask the right questions, and know how to turn a frustrating situation into a positive experience.\n\nGood judgment around what needs to be escalated and what doesn't. You'll know when to loop in teammates and how to make that handoff seamless for the merchant.\n\nAn eye for patterns and the ability to turn merchant feedback into actionable insights for our product and engineering teams.\n\nThe ability to prioritize effectively. You can assess what's urgent, what's important, and what can wait, especially when everything feels like it needs attention.\n\nComfort with change. You stay calm when the product evolves and enjoy picking up new knowledge as you go.\n\nA team-first mindset. You jump in to support others, document what you've learned, and share what's working so we can all move faster together.\n\nStrong communication skills, especially in writing. You know how to keep things clear, friendly, and easy to follow, whether you're talking to a merchant or a teammate.\n\nNatural troubleshooting instincts. You enjoy working on tricky issues and figuring out what's actually going on, not just treating the symptoms.\n\nGreat attention to detail. You care about getting the small things right, because they add up to a better experience.\n\nA curious mind. You're always learning, always testing, always a few steps ahead.\n\nThe ability to explain complex ideas in a simple way, especially for merchants who aren't technical.\n\nExperience\n\nPrevious experience in technical support at a SaaS or tech company\n\nFamiliarity with HelpScout or other ticketing systems\n\nHands-on knowledge of front-end development (HTML, CSS, browser dev tools)\n\nWorking understanding of REST APIs and common data formats like JSON or XML\n\nComfort with debugging using Chrome DevTools, especially for browser or front-end issues\n\nKnowledge of how HTTP and DNS work\n\nExperience reading API documentation and troubleshooting third-party integrations or custom app setups\n\nSome exposure to GraphQL APIs\n\nBonus experience\n\nShopify theme development and Liquid: Knowing how themes interact with app blocks, line item properties, and cart/checkout logic helps when diagnosing visual or UX issues on merchant stores.\n\nUnderstanding of Shopify's admin and storefront APIs: Familiarity with how Shopify's APIs behave (especially in headless or custom setups) can be useful when troubleshooting sync issues, metafields, or app-triggered updates.\n\nBeyond expertise, success in this role means embodying 3 core values\n\nResourcefulness: You're relentlessly resourceful and always find ways to achieve the highest standards of quality. You know where to look and whom to consult when faced with challenges.\n\nOwnership: You take complete ownership and pride in your work. This means deeply understanding our existing and prospective merchants, as well as our product.\n\nCommunication: You're clear, thoughtful, and intentional in how you communicate with both merchants and teammates. You surface issues early, share relevant context, and keep things moving without needing constant follow-up.\n\nWe're async by default\n\nIf you've ever ended a day of back-to-back meetings wondering when you were supposed to get any actual work done, we get it. We've been there. We've built a culture that protects time, encourages focus, and trusts you to do great work without constant check-ins.\n\nWe meet once a week for 30 min on Mondays. The rest of the time, we default to async: clear Slack threads, thoughtful Looms, and shared docs.\n\nPerks & compensation\n\nCompetitive salary + annual pay increases.\n\n$1,000 annual workspace stipend for laptop, headphones, or that standing desk you've been eyeing.\n\nFlexible hours. Work when you're most productive. We just ask for ~4 hours of overlap with Eastern Time (9 am to 5 pm EST).\n\nFlexible vacation policy. Take the time you need, no arbitrary caps.\n\nOur interview process\n\nApplication & short demo video: Submit your application plus the two-minute recorded screen-share. Both founders watch every submission, so take the chance to show how you think, not just what you click.\n\nConversation with the co-founders (30 min): Meet Lichen (CEO) and Basil (CTO). We'll talk about projects you've worked on, how you approach support and problem-solving, and what kind of work energizes you.\n\nPaid take-home assignment: We'll send you a real-life merchant scenario to work through and pay you $100 USD for your time.\n\nReference chats: We'll speak with two people you've worked with to understand your collaboration style and strengths.\n\nOffer: If it's a match, we move quickly, answer any final questions, and welcome you to the team.\n\nTo apply: https://weworkremotely.com/remote-jobs/freshly-commerce-technical-support-specialist-1","description_format":"text","description_chars":7060,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Flexible vacation policy"],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Commerce"],"lifecycle":[{"event":"open","at":"2026-10-28T12:18:00Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":6,"expected_fill_days":27,"reasons":["seen:6","win:early"],"computed_at":"2026-11-03T05:54:40Z"},"pay":null,"html_url":"https://alion.io/job/freshly-commerce-technical-support-specialist","json_url":"https://alion.io/job/freshly-commerce-technical-support-specialist.json","meta":{"generated_at":"2026-11-03T17:10:45Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":23754,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-04T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4482966},"rest":"https://alion.io/mcp/rest/get_company?id=4482966"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ffreshly-commerce-technical-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ffreshly-commerce-technical-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ffreshly-commerce-technical-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/freshly-commerce-technical-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffreshly-commerce-technical-support-specialist"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3395479}},{"tool":"search_jobs","arguments":{"company":"freshlycommerce.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3395479},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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