Technical Support Engineer

We are …
Hextom is a SaaS (Software-as-a-Service) company based in Toronto, ON. We provide a set of software to enable e-commerce businesses to grow sales and save time on store management.

Our increasing set of software is ranging from customer engagement, SEO/conversion optimization to inventory management, store automation. Our goal is to provide a suite of software for e-commerce businesses of all sizes. We have integrated into Shopify ecosystem. With more than 100,000 users, we became one of the top partners with Shopify.

We are looking for an analytical and solution-driven Technical Support Engineer who excels at problem-solving and using critical thinking to navigate complex technical challenges.

In this role, you will:

- Investigate technical issues raised by app users and provide clear and actionable troubleshooting steps in a friendly & timely manner
- Testing, documenting, and reporting bugs to our development team
- Consolidate questions and feedback, convert these into improvement suggestions that can enhance user's experience.
- Work closely with the development team on issues, and brainstorm solutions.

This role is perfect for you if you are a highly technical person, enjoy working with software, are driven by problem solving, and are curious to learn about tools and software. This is also suitable for you if you are interested in expanding your career as a technical support professional or a path toward software development, especially front-end development.

This is a contract position and please also note that this position requires full availability during your assigned shift. As such, it is not suitable for individuals who are currently employed elsewhere or have other commitments that may interfere with this role's responsibilities.

Required skills and experience:

Working experience in technical support in the tech industry; or
Higher education in software development / computer programming
Fluent in English with strong written and verbal communication skills
Strong analytical thinking with a demonstrated ability to diagnose and resolve technical issues.
Detail-oriented, proactive in learning and solving issues; takes the initiative in discovering ways to improve work efficiency
Experience with HTML, CSS, JavaScript/jQuery
Adaptable and flexible, can work in a fast-paced environment

Nice-to-have skills and experience:
Working knowledge of Shopify, especially theme modifications and Liquid coding language
A great attitude and desire to help people & solve problems
Passion for discovering how and why products succeed

Hextom is a fast-evolving company, so every position comes with upward mobility and career growth potential. We’re here to support each other. We will work very closely with you to help you carve out the path of your dreams.

You can visit our website Upgrade to see actual info for more details about our company.