Technical Support SpecialistFreshly CommerceRemote Full Time Remote Posted 13 hours agoShare this job:WhatsApp LinkedIn X Facebook Email####

Job Description
Headquarters: Waterloo, Canada URL: At 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. We're a fully-remote and bootstrapped company with teammates around the world. 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. This is a full-time remote position open to candidates in all timezones. Support 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. You'll be joining a small but growing support team, where we all wear many hats. You should feel comfortable making judgment calls on UX or product questions, and know when something needs to be escalated. Someone who's comfortable diving into technical issues and can confidently support merchants over email and through explicit, helpful video recordings. A strong track record in customer-facing roles, with a focus on delivering thoughtful, efficient support. You can assess what's urgent, what's important, and what can wait, especially when everything feels like it needs attention.



You stay calm when the product evolves and enjoy picking up new knowledge as you go. You jump in to support others, document what you've learned, and share what's working so we can all move faster together. Strong communication skills, especially in writing. You're always learning, always testing, always a few steps ahead. The ability to explain complex ideas in a simple way, especially for merchants who aren't technical. Experience Previous experience in technical support at a SaaS or tech company Familiarity with HelpScout or other ticketing systems Hands-on knowledge of front-end development (HTML, CSS, browser dev tools) Working understanding of REST APIs and common data formats like JSON or XML Comfort with debugging using Chrome DevTools, especially for browser or front-end issues Knowledge of how and DNS work Experience reading API documentation and troubleshooting third-party integrations or custom app setups Some exposure to GraphQL APIs Bonus experience Shopify 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. Beyond expertise, success in this role means embodying 3 core values Resourcefulness: 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. We meet once a week for 30 min on Mondays. Perks & compensation Competitive salary + annual pay increases. $Flexible hours. Flexible vacation policy. Our interview process Application & short demo video: We'll talk about projects you've worked on, how you approach support and problem-solving, and what kind of work energizes you. Reference chats: Click below to view the full application on the company's website.
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📌 Staff Technical Support Technician (Ontario)
🏢 Kenyan Edu
📍 Ontario