Senior Technical Support Specialist

Senior Technical Support Specialist

Who is Bold Commerce?

Bold Commerce powers personalized checkout experiences for leading omnichannel retailers and direct-to-consumer brands.

As a leader in the composable commerce space, Bold makes checkout better, boosting profitability by enabling personalized, customer-specific checkout flows designed to increase the Checkout Power Trio of conversion, AOV, and LTV – not just conversion. Built with a composable & headless architecture, Bold Checkout fits with any commerce stack, making it easy to overcome platform limitations. 

Named one of Built In Austin’s Best Places to Work, Canada’s Top Employers for Young People, and Manitoba’s Top Employers, we’re a dynamic team that truly cares about building the future of ecommerce. We live by the BUILDERS Code, a shared set of practices, beliefs, and values that help shape this remote-first company.

Founded in 2012, with team members (Builders) located throughout Canada and the U.S., and backed by investors like OMERS Ventures, WhiteCap Venture Partners, and Round13 Capital, Bold is leading the way to a better, composable ecommerce future.

About the role

We’re looking for a Senior Technical Support Specialist to provide expert-level assistance, troubleshoot complex technical issues, and collaborate with cross-functional teams to enhance and refine our product experience. If you’re driven by the opportunity to make an impact and solve challenging problems, this role is for you.

What you’ll do

• Diagnose and resolve complex technical issues using expert problem-solving and analytical skills.
• Provide front-end web development and support across various platforms, including JavaScript, Liquid, CSS, PHP, and HTML.
• Manage and troubleshoot eCommerce and CMS platforms such as Shopify, WordPress, Magento, and OpenCart.
• Work with REST and GraphQL APIs to ensure seamless integrations and solutions.
• Collaborate with various teams to leverage open-source software and tools such as FTP/SFTP, SSH, and command-line package managers (Composer, npm, Git).
• Support end-to-end solutions by understanding backend systems and database management (DBMS).

What we’re looking for

• 5+ years of experience in technical support or a related customer-facing role.
• Advanced proficiency in HTML, CSS, JavaScript, Shopify Liquid, and jQuery.
• Strong experience with Chrome Developer Tools and troubleshooting/debugging.
• Familiarity with distributed source control systems, such as GIT.
• Experience working with API tools like Postman.
• Exceptional investigative and analytical skills to identify and resolve complex issues.
• Excellent communication skills, both written and verbal, with the ability to simplify and explain technical concepts.
• Ability to thrive under pressure, maintaining professionalism and composure.
• Enthusiastic about sharing expertise to elevate team performance and enhance the customer experience.
• Experience creating and maintaining technical documentation and knowledge bases.

Our Investment in YOU!

Benefits designed to support your well-being and happiness:

• 💰 Competitive compensation that reflects your experience and skills
• 💼 Employer Paid Health & Dental Benefits, Virtual Care, & Disability top-up – starting day 1! 🏥
• 🧠 Virtual mental health and EAP platform for support anytime
• 🌱 Annual Health Benefit ($1,000 per year) to help you thrive!
• 🌍 Working remotely – anywhere in Canada & the United States!
• 📈 Employee Options to help you grow with us!
• 🏡 Flexible work hours
• 💸 Annual Bonus Program aligned to your Job Level
• 🌴 Competitive paid vacation days (starting at 3 weeks)
• 🤝 Employer Paid Employee & Family Assistance Program (EFAP)

Bold’s Mission 🚀
We empower the world’s leading brands to create powerful checkout experiences, anywhere.

Bold’s Values ✨
Power every commerce interaction.