About the Role
Solution Support Engineer
at Extend
Remote, US
About Extend:
Extend is modernizing the $100 billion-per-year protection plan industry using cutting-edge technology and top-notch customer service.
Our technology-forward omnichannel and API-first solution allows any merchant to offer protection plans, both online and in store, while also providing a merchant’s end customers with a vastly improved and modern support experience that eliminates many of the issues customers face today with legacy underwriters. More recently, Extend also launched a shipping protection solution, covering consumers in the case of lost, damaged or stolen packages. This is further expanding the companys addressable market and value creation for merchants.
We are a venture-backed startup in downtown San Francisco led by founders who have previously had multiple successful exits. Extend simplifies the technology stack for the product and shipping protection industries.
What You’ll Do:
- Support our Merchant Partners to maintain the integrity of their integration with Extend.
- Resolve support requests that directly impact our Merchants’ ability to provide Protection Plans to their Customers through the Extend Platform.
- Work closely with the product management and revenue teams through the Merchant experience.
- Be a strong advocate for the end user and be passionate about quality, troubleshooting, user experience, and testing.
- Manage complex technical problems and work collaboratively with other teams to resolve Merchant support requests.
- Set standards and processes around best practices for partner system integrations and help define documentation to support self-serve.
- Identify patterns in support requests and propose solutions that improve the Merchant experience and reduce ticket volume.
What We’re Looking For:
- 2+ Years experience in a Web Development, Software Engineering and/or Support Engineering role
- Excellent communication skills and ability to clearly explain technical concepts and solutions to internal and external stakeholders
- Experience with Zendesk and JIRA
- Ability to own what you are building and see it through from end to end
- Working knowledge of Javascript and JQuery
- Experience integrating with Javascript SDKs
- Ability to perform in a high-energy environment with dynamic job responsibilities and priorities
Nice to Have:
- Experience working directly with Merchants e-commerce projects
- Experience integrating common e-commerce platforms (e.g. Shopify, SuiteCommerce, WooCommerce, Magento, etc.)
- Familiarity with Typescript, React and Node.Js
- Familiarity with Datadog, SalesForce and Postman