Technical Support Agent at Influx

About the Role


As a Technical Support Agent, you will be the first point of contact for merchants, troubleshooting a wide range of complex issues within the e-commerce landscape. You will play a crucial role in diagnosing technical failures that are not immediately evident in a user interface.


In this role, you will:


Respond to customer inquiries via email, chat, and other communication channels.
Troubleshoot and resolve issues involving API debugging and web platforms (e.g., Shopify, Stripe).
Retrieve and analyze payloads to identify root causes of failed requests.
Thrive in a dynamic e-commerce landscape where product features, shipping rules, and customs requirements are subject to frequent changes.
Log and manage support tickets with high accountability and attention to detail.
Collaborate with engineering teams by identifying not just what is malfunctioning, but why.
Contribute to internal knowledge bases and support documentation.


What You'll Need

Education & Background:


Required: Educational background in Information Technology (focused on Software, Systems, or Computer Science rather than hardware).
Required: Proven experience in technical support, specifically involving API troubleshooting and debugging.
Experience in a SaaS support environment is highly beneficial.
Familiarity with the Shopify ecosystem or other e-commerce platforms is highly desirable.


Technical Competencies:


API Mastery: Proficiency with tools like Postman or Insomnia is essential for this role.
Log Analysis: Ability to read system logs (e.g., New Relic) to extract insights.
SQL Proficiency: Ability to run fundamental SQL queries for data diagnosis.
E-commerce Knowledge: Familiarity with the Shopify ecosystem or shipping/customs APIs is a strong advantage.


Soft Skills:


Excellent English communication (spoken and written).
An empathetic, customer-first mindset.
A "Truth Seeking" approach to investigating issues thoroughly.
Strong working memory and the ability to build complex mental models of systems.


Work Environment and Setup


Reliable and fast internet connection (30 Mbps minimum).
A quiet and distraction-free workspace.
Desktop/laptop with 8GB RAM minimum.


What We Offer


Work from home (WFH) arrangement.
A supportive, high-performance environment that values life outside work.
Comprehensive training and exposure to international brands.
Employment Type: Full-time only, 44 hours per week.
Shift: Standard 9:00 AM US time (4 PM- 11 PM KE time), with the possibility of moving to a later shift.


How We Operate / Our Values:


Treat others as you would like to be treated
Do what you say you're going to do. Show, don't tell!
Prioritize the listener
Truth seeking