T2 Technical Support Specialist, North America

About Smile

At Smile, we don’t just build loyalty programs; we create growth engines for ecommerce merchants. With over 100,000 merchants worldwide, we’re already the largest loyalty program provider on the planet. But we’re just getting started.

Our team is globally distributed but closely connected. Collaboration isn’t just a buzzword here; it’s our way of doing business. If you’re looking to be part of a culture where growth for customers, the company, and for you is the goal, you're in the right place. We know that Smile.io as a business is constantly evolving - the same is true of our people. We're here to support each other in our growth, so we talk openly about our career & personal goals.

Smile.io is a fully remote company looking to hire someone in Canada for this remote role. This is a full-time, remote position. Core hours are Monday to Friday, 9am–5pm Eastern Time (plus or minus 2 hours).

About the Role

As a T2 Technical Support Specialist, you’ll be part of the team that powers the merchant experience at Smile. You’ll help ecommerce merchants solve technical issues, optimize integrations, and unlock the full value of their loyalty programs. You’re equally comfortable digging into API logs, debugging JavaScript integrations, and guiding merchants through configuration changes in Shopify or other ecommerce platforms.

This role sits at the intersection of technology, empathy, and ownership, combining deep technical expertise with a genuine drive to help customers and take full responsibility for resolving complex issues. You’ll provide world-class technical support while balancing speed, accuracy, and care. You’ll collaborate closely with Product, Engineering, and Customer Success to resolve issues efficiently and share insights that improve our product and processes over time.

If you love solving puzzles, helping others succeed, and taking pride in delivering high-quality technical solutions that make customers smile, this role is for you.

Who You Are

You’re the kind of person who thrives on solving hard problems and making someone’s day better in the process. You bring a calm, confident approach to technical troubleshooting and never lose sight of the human on the other end of the conversation.

You believe that great support is a craft - part art, part science, which directly impacts product reputation, reviews, and growth.

You’re not afraid to join a meeting to troubleshoot live if that’ll achieve a quicker resolution and better experience. 

You’re resourceful, curious, and love learning new tools and systems. You communicate clearly, document meticulously, and believe that a thoughtful answer is more valuable than a fast one. You see every support ticket as an opportunity to teach, to learn, and to improve the experience for the next merchant who comes through.

You’re excited to join a team that runs lean, collaborates deeply, and believes in ownership and autonomy. You’re here to help us set the gold standard for technical support in ecommerce.

• Deliver High-Quality Technical Support: Investigate, troubleshoot, and resolve complex technical issues across multiple systems (APIs, integrations, custom JS/CSS, and data flows). 
• Provide Expert Product Guidance: Become a Smile product expert and help merchants maximize the benefits of our platform, offering guidance on configuration, integrations, and best practices. This is done through meetings, email conversations, or 1:1.
• Support Ecommerce Integrations: Diagnose issues in Shopify, BigCommerce, and other ecommerce platforms. Confidently troubleshoot theme conflicts, Liquid templates, or custom storefronts.
• Diagnose & Debug APIs: Use your understanding of RESTful APIs to debug and test API interactions, identify payload issues, or guide customers through authentication and data handling problems.
• Use Browser DevTools & JS Knowledge: Investigate widget or SDK behavior, identify CORS or rendering errors, and provide safe code examples or solutions.
• Collaborate Across Teams: Partner with Product, Engineering, and Success teams to escalate and resolve issues, contributing to documentation and feedback loops that drive continuous improvement.
• Model Merchant Empathy: Communicate clearly, humanly, and patiently, balancing technical precision with emotional intelligence in every merchant interaction.
• Maintain Round-the-Clock Excellence: Work as part of a global team to ensure seamless support coverage, writing thorough notes and handoffs that set the next shift up for success.
• Contribute to Reviews & Merchant Sentiment: Deliver experiences that drive organic growth through positive reviews and customer advocacy, building social proof and pride in the quality of our work.
• Live Support: Willingness to get involved and help as needed to support cross-functional efforts. Confidently and clearly guide merchants through technical resolutions by joining live troubleshooting calls.

• 5+ years of experience in a highly technical support or solutions engineering support within SaaS, ecommerce, or similar environments.
• Familiarity with the Shopify Ecosystem: Proven experience collaborating with Shopify merchants, utilizing Shopify apps, and possessing technical skills in modifying Shopify themes.
• Understanding of APIs, including authentication, response codes, and payloads; able to test and debug integrations confidently.
• Proficiency in JavaScript, particularly in diagnosing integration or SDK-related issues (CORS errors, missing tags, conflicts).
• Strong grasp of CSS and HTML, with experience diagnosing styling conflicts or layout issues and providing safe, actionable fixes.
• Working knowledge of SQL for investigating data anomalies and tracing records across systems using JOINs or filters.
• Proficiency with Browser DevTools, Shopify Liquid, and API testing tools (e.g., Postman, Insomnia).
• Excellent written and spoken communication skills, with an ability to explain technical concepts to both technical and non-technical audiences.A solutions mindset: you don’t default to “no” you dig into the “why,” share context, and propose practical ways to reach the desired outcome.
• Strong async communication habits, ensuring seamless collaboration and handoffs across global time zones.
• Demonstrated commitment to quality: you care deeply about the experience customers have when working with you, and it shows in your thoroughness and empathy.

• Familiarity with Python or command-line tools for light scripting or log parsing.
• Understanding of security and data privacy basics (tokens, PII handling, GDPR implications).
• Exposure to AI-assisted troubleshooting or customer support workflows.

• Location: Remote within Canada, Eastern Time Zone
• Schedule: M–F, 9am–5pm ET (±2 hours)

• Compensation: $72K (CAD) + $2.5-4K+ in variable pay
• Reports to: Head of Customer Service, North America

Our Commitment to Candidates:

At Smile, we understand that finding a new role is challenging and that self-doubt or imposter syndrome can prevent you from applying to a role, don’t let it! You have a ton to offer and we want you to feel encouraged to apply, even if you don’t check all of the boxes. If you are passionate about eCommerce and helping merchants grow through loyalty and reward, connect with us. 

At Smile, we rely on a range of backgrounds, experiences, and ideas. We value diversity, and we’re proud to be an inclusive, equal opportunity workplace. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Smile welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

AI Disclaimer: At Smile, we’re strong advocates for using AI to help speed up iteration, increase productivity, and save our human brainpower for the really challenging problems. While we’re happy for AI to help you generate or tailor your resume, we’d ask that you please refrain from using AI to answer any of the questions on this application form, or to answer questions during the interview process itself.