Support Team Lead - Poland / Ukraine (Remote)

About PickyStory:

PickyStory is a leading personalization and growth platform that empowers Shopify Plus merchants to maximize their revenue potential. By offering tailored solutions like upsells, bundles, and subscriptions, we help e-commerce brands drive higher Average Order Value (AOV) and Life Time Value (LTV) to improve customer experiences. We are a fully remote company, and this position is open for candidates based in Poland/Ukraine.

Role Overview:

We are seeking a skilled and proactive Sales Technical Engineer to join our growing team. The ideal candidate will work closely with customers and Sales Account Executives to ensure smooth onboarding, provide technical expertise, and resolve complex challenges. This role also involves managing technical support tickets, making it essential for candidates to possess strong problem-solving skills and excellent customer communication abilities.

The position requires working during the EST time zone and fluency in English.

Key Responsibilities:

• Collaborate with the sales team to onboard new customers and provide technical assistance during the sales process.

• Troubleshoot and resolve technical challenges that arise during implementation and ongoing usage of our platform.

• Manage and solve technical support tickets to ensure customer satisfaction and retention.

• Act as a technical liaison between customers, the sales team, and the development team, providing valuable feedback to improve the product.

• Stay updated on the Shopify ecosystem and e-commerce trends to offer relevant technical solutions.

• Contribute to the creation of technical documentation and FAQs to streamline customer support processes.


Requirements:

• At least 3 years of experience in a similar customer facing technical role within a global company, preferably in a sales, customer success, or support function.

• Proficiency in technical problem-solving, with experience in debugging and resolving integration issues in HTML, basic JavaScript, network requests.

• Excellent communication skills, with the ability to explain complex technical concepts to non-technical audiences.

• Fluent in English, both written and spoken.

• Highly proactive and self-motivated, with a strong focus on delivering exceptional customer experiences.

• Ability to work effectively in a fully remote, fast-paced environment and during EST business hours.

• Bonus: Strong understanding of the e-commerce industry, with specific knowledge of the Shopify ecosystem being a significant advantage.

What We Offer:

• Opportunities for career advancement and professional development in a fast-growing SaaS company.

• Competitive compensation.

• A fully remote work environment with flexible arrangements.

• Access to cutting-edge tools and technologies to help you excel in your role.

• A collaborative and supportive team culture that values innovation and continuous learning.

How to Apply:

Please submit your CV along with a brief description of your relevant experience, highlighting any technical expertise related to the Shopify ecosystem or e-commerce platforms.