This position is available to candidates located in Calgary, Alberta or Vancouver, BC.
Our head office is in downtown Calgary and we have offices in San Francisco, California and London, UK. We offer a flexible work environment with opportunities to work from home.
Reach (withreach.com) – a young and innovative company serving the ecommerce world – is seeking a service-oriented Merchant Support Engineer to help us provide a high level of service to our rapidly growing base of ecommerce merchants.
As a Merchant Support Engineer, you will be working daily with new and existing merchants to guide them through technical integration processes.
Roles & Duties
Develop long-lasting, strong, positive relationships with our merchants
Be an empathetic and knowledgeable point of contact for our merchants
Provide support for a set of platforms and languages including Shopify, Magento, Ruby, Java, PHP, Python and others
Guide technical and non-technical people through the onboarding process
Lead onboarding efforts with new merchants who are integrating using the Reach API
Constantly improve documentation and improve the integration experience
Coordinate integration timelines with everyone involved
Be a collaborative team member of a growing Agile team
We absolutely require that you have a partnership mentality, strong communication skills and feel comfortable breaking the rules. You must love helping others and be motivated to seek out answers.
Your real-world curiosity, experience and ability are important to us. In addition to a strong service mindset, we expect that you will have a strong programming foundation. You should have an excellent command of English and competencies with any other languages are a plus.
Excellent verbal and written communication skills in English
A desire to provide an excellent level of service to customers
Software development experience with REST APIs and web development
Proven ability to communicate and collaborate with customers to achieve goals
Ability to see the work ahead and make prioritization decisions to help customers achieve their goals
Bias towards completion - can get things done
A growth mindset - always learning, growing, improving
An Agile mindset
Nice to have:
Experience working with an Agile team
Experience working with a distributed team
ecommerce or payments experience
Full-time, 40 hours/week
Flexible work environment
Health Savings Plan (Canada)
Self-Directed Career Development Plan (Annual Budget + Paid Days)
How to Apply
You can read more about our company on our website, and if you would like to work with us, please forward your qualifications – whether they be in the form of a traditional CV, an online CV, a list of projects you’ve worked on with a description of your involvement, a letter detailing your qualifications, or an interpretive art project that shows us how great you are for this position. Direct any of the above to firstname.lastname@example.org with the subject line “Merchant Support Engineer”.
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