ABOUT REACH

At Reach, we believe that the global ecommerce space is ripe for disruption. Our strategic partnerships with currency exchange providers allow us to offer direct and guaranteed, real-time currency exchange rates. We want to help retailers grow; we understand global consumers and how changes in their shopping experience affect your business. At Reach, we are constantly improving to support ever-changing local markets and help serve our clients’ shoppers better.

POSITION OVERVIEW

Reach is seeking a Support Engineer to work with our existing clients to assist with customer service, go-lives and technical integration services with Reach’s Tax Product. Reach Support Engineers are creative problem solvers! Reporting to the Manager of Engineering Support, you will work with a team of Support Engineers to provide technical coaching, customer support, and insights to our clients for their integration with Reach’s API and other integration paths.
This role will work directly in conjunction with our operational tax team, product team, and internal development teams to help merchants work with our tax product for new and existing customers. This role also has a component of ongoing maintenance of our active clients to help assist in the growth of our tax product. We are looking for strong communication skills and technical aptitude; this position requires self-led customer support and problem solving where the problem itself is most likely ambiguous.

WHO YOU ARE

At heart you are someone who: loves variety in technology; is open to new ideas; is thrilled to do problem-solving; can manage your time effectively; loves coding, and loves helping businesses become the best they can be.

• Curious nature. You enjoy learning and seek to understand.
• Doer mentality. You’re a self-starter who takes initiative and is self-motivated to get the job done.
• Flexible attitude. As things change, you adapt and pivot based on the needs of the company.
• Ownership mindset. You hold yourself accountable and take ownership of your work.
• Organizationally adept and attention to detail oriented.
• No ego. You have a willingness to take on any task and help out however is required.
• Team player approach. You can work with anyone in a way that works for them no matter who they are or their place in the organization.
• Enthusiastic. You’re looking for an interesting career rather than clocking in and out every day.
• Data driven. We deal with large amounts of data on a day to day basis - and it doesn’t fit in an excel sheet.
• Systems thinker. We don’t want to fight fires forever. How do we build scalable systems that enable us - and you - to focus on the bigger picture?

MUST HAVE REQUIREMENTS



• Minimum 2 years experience in a support-type role.
• Technical understanding of APIs and Notification Systems.
• An empathetic, collaborative and consultative work style.
• Attention to detail.
• Understanding of Github, web development, and RESTful APls.
• Ability to maintain focus in a highly dynamic organization.
• Confident and comfortable working with clients, executives, vendor partners, and multiple internal teams.
• Excellent verbal and written communication abilities.
• Bias towards completion - can get things done.
• A growth mindset - always learning, growing and improving.
• Works well independently or in a group setting.
• Post-secondary education in tech-related fields is a plus.

NICE TO HAVE REQUIREMENTS



• Ecommerce or payments experience.
• Experience working with an agile team.
• Experience working with a distributed team.
• Some familiarity with indirect tax and/or tax software - not required but a definite plus

As a Support Engineer, you will have three main functions:

• Direct Client Support
• Client Integration Work
• Tier 2 support between our internal Engineering and Client Services teams.
• Develop long-lasting, strong, positive relationships with clients.
• Listen to, clarify, and document technical questions and problems.
• Interface directly with the client’s technical teams, serving as a knowledgeable and empathetic primary technical point of contact during their integration.
• Reliably and empathetically guide clients through their integration and beyond.
• Be a reliable technical resource for clients and Reach business teams.
• Be technically flexible and provide support for a set of platforms such as Shopify, Magento, Recurly, WooCommerce, etc..
• Improve our documentation and processes to help cover commonly asked questions, integration use cases, and best practices.
• Build well-formed support tickets and know how to collect and catalog information required to help resolve issues.
• Be a team player; partake in knowledge exchange between other support analysts (roles, teams, stakeholders) and take an active role in building a shared knowledge bank.
• Understand how to assess an issue for impact; have a good understanding of when to escalate an issue to leadership for visibility.