Technical Support Specialist

March 18

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Postscript

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Postscript is a leading SMS marketing platform focused on helping brands grow their audience, create personalized messaging, and drive revenue through SMS communication. With powerful AI features for message optimization and brand insights, Postscript provides tools for creating, sending, and managing SMS campaigns effectively. The platform includes compliance features to ensure adherence to SMS laws, innovative solutions like CashBack for boosting margins, and expert guidance through Postscript Plus to optimize SMS strategies. Postscript stands out for its ability to seamlessly integrate with other customer service and marketing platforms, ensuring a comprehensive approach to customer engagement and retention.

marketing • shopify • sms • text message marketing • saas

201 - 500 employees

🤝 B2B

🏢 Enterprise

📋 Description

• Trusted by more than 18,000 Shopify and Shopify Plus stores—like Brooklinen, Ruggable, True Classic and Dr. Squatch—Postscript gives ecommerce brands the tools they need to run a world-class SMS marketing program. • We’re on a mission to make SMS the number-one revenue channel for ecommerce merchants by delivering an easy-to-use platform where they can grow their subscriber list, develop and test their messaging strategy, deliver excellent customer service, and drive sales and loyalty—all in one place. • Postscript was founded in 2018 as a 100% remote organization. With more than 250 employees (and counting!), we’re backed by Greylock, Y Combinator, and other top investors. • We are looking for a highly skilled and customer-focused Technical Support Specialist (TSS) to join our team and play a critical role in supporting our organization. As a TSS, you will be a key partner to our Support team, providing technical guidance and ensuring an exceptional customer experience. • You'll develop expertise in our product and the Shopify ecosystem, enabling you to troubleshoot complex customer requests, collaborate with Engineering on issue resolution, and enhance our support tool suite. • This role reports directly to the Director of Customer Experience. • The ideal candidate will have the opportunity to enhance their technical skills with the goal of advancing within the TSS role with the support of management, Solutions Engineering, and an experienced TSS mentor. This candidate will be expected to operate as a Customer Experience Associate (CXA) while training, performing at a Senior CXA level in leadership, ownership, and accountability. If you’re passionate about providing technical solutions, empowering teams, and growing your technical expertise, we’d love to hear from you!

🎯 Requirements

• 3+ years in a customer-facing technical support function; passion for excellent customer experiences • Familiar with front and backend code, SQL, and troubleshooting API calls; ability to interpret code • Familiar with SMS technologies and complexities behind them (carrier networks, device software impacts), preferred not required • Proficient at outlining details around investigations, troubleshooting steps, and steps to reproduce issues clearly, resulting in swift resolutions • Excited to develop and maintain key internal partnerships, especially with our Engineering team and Go-to-Market organization • Desire to ask questions and dig deeper to provide thorough, thoughtful answers • Able to decipher patterns and bubble up emerging trends and solutions • Demonstrated understanding of ideal decisions, tradeoffs, and priorities

🏖️ Benefits

• Salary range of USD $87,000 to $99,000 base plus significant equity (we do not have geo based salaries) • High growth startup - plenty of room for you to directly impact the company and grow your career! • Remote team - work from home (or wherever!) • Fun - We’re passionate and enjoy what we do • Competitive compensation and opportunity for equity • Flexible paid time off • Health, dental, vision insurance