Technical Support Engineer

Nautical is building multi-vendor e-commerce technology that will power the future economy. We are looking for wave makers interested in having a lasting impact at a funded startup. We are committed to our work and charge diligently towards our mission to democratize access to marketplace tech. 

Nautical Commerce is looking for a Support Engineer to join our team in our Toronto office.  As a Support Engineer, you'll be the primary technical contact for our clients implementing our multi-vendor marketplace platform to satisfy their e-commerce needs from both a technical and business operations perspective. You'll be the go-to expert for troubleshooting complex marketplace platform technical issues and will help our customers build world-class marketplace experiences.

We work in a hybrid work environment, and we value in-person collaboration. Employees are expected to be in-office three days a week (Tuesdays- Thursdays).

Responsibilities

• Serve as the primary technical contact for our clients implementing our GraphQL API platform in their e-commerce settings

• Troubleshoot, diagnose, and resolve complex marketplace platform technical issues related to API calls, data formatting, and performance

• Coordinate with internal Product and Engineering teams to share customer feedback and contribute to the product roadmap

• Develop and maintain comprehensive documentation and tutorials to improve client self-service resources

• Provide high-quality customer service through multiple channels (email, phone, video conference)

Examples of problems we solve

• Assisting clients in customizing their e-commerce platforms via our Platform’s Dashboard and GraphQL API

• Improving API call efficiency to ensure seamless user experience

• Providing real-time support to resolve transactional errors or data inconsistency

About You

• 3–5 years experience in technical support for SaaS platforms

• Strong background in API technologies, particularly GraphQL

• Experience working with data formats like JSON and XML

• Experience with React Frameworks and Front End Development

  • Javascript scripting skills are an asset

• Experience with system monitoring platforms (i.e. Datadog or HoneyComb)

• Excellent problem-solving and troubleshooting skills

• Familiarity with e-commerce platforms and their common challenges

Nice to Have

• Experience in customer-facing roles and a strong focus on customer satisfaction

• In-depth understanding of networking concepts and web technologies

• Knowledge of programming languages like Python, Node.js, or Java

Our Values:

• Be Intellectually Honest: We value diversity of thoughts and perspectives in our communication and approach conversations with an honest, respectful attitude. We are willing to admit when we’re wrong, so our product can be right.   

• Be a Tall Poppy: We are a team of people who want to achieve great things. We value those who are ambitious without being arrogant. Be proud of your work, and continuously sharpen your skills.

• Best Idea Wins: We acknowledge and value the best ideas, no matter where they come from. Every employee’s voice is heard and can influence the company's direction. We ensure the best idea prevails and commit to its execution. 

• Don’t be Afraid to Fail: We are a company with an ambitious mission. We have a growth mindset and encourage taking initiative. We believe that success is built from trying and failing and trying again.

• Act with Integrity: We take accountability for our work, finish what we started, and always do what is right for the customer and the company. Especially when it’s not easy. 

Why Nautical:

• Competitive salary and equity at a fast-growing company at the Series A stage

• Comprehensive health, dental, and vision plans- from day 1

• A hybrid work environment with an office located in Downtown Toronto near Union Station

• Home office equipment budget

• 20 days PTO

At Nautical Commerce, our team is the heart of our organization. We're passionate and united by a strong mission. We foster a workplace where everyone feels respected and supported. We provide equal opportunities and celebrate diversity. Diverse and inclusive teams drive better decisions and innovation, benefiting our customers and community. If you need accommodations during the application process, please contact talent@nauticalcommerce.com. 

Join us and bring your unique perspective.