Senior Support Engineer

You have 2+ years of experience in a technical or engineering support role, resolving complex technical issues for external customers or merchants.

You have strong technical knowledge and hands-on experience troubleshooting APIs and web-stack technologies, including experience with Postman, HTML/CSS, JavaScript, Java, SQL, or PHP.

Bonus points for

Experience working in an ecommerce environment and are familiar with ecommerce platforms such as Shopify, Magento, Salesforce Commerce Cloud (SFCC).

You have a proven track record of building and owning support processes - from documentation and escalation workflows to onboarding guides and team playbooks.

You have hands-on experience administering and optimizing support tooling, particularly Pylon and/or Zendesk.

Be a key source of knowledge on the Noibu platform, underlying ecommerce technologies, and industry-standard integration methods and best practices.

Own merchant support cases from creation to final resolution, handling escalated and complex technical issues with a high degree of autonomy.

Build, document, and continuously improve support processes - establishing playbooks, escalation paths, and workflows that enable the team to operate efficiently and consistently.

Own and administer core support tools including (like Pylon and Zendesk), ensuring they are configured, maintained, and optimized to support team workflows and merchant SLAs.

Own and report on support SLAs - building and maintaining dashboards that track response times, resolution rates, and team performance to ensure accountability and drive continuous improvement.

Be an internal product advocate: track recurring merchant issues, synthesize patterns, and communicate actionable feedback to product and engineering teams.

Noibu is the leading ecommerce monitoring and experience analytics platform, trusted by global brands to protect and grow online revenue. Monitoring websites 24/7, Noibu identifies critical site errors, performance bottlenecks, and customer experience friction that block the path to purchase—tying every opportunity to its financial impact across the funnel. With full visibility into errors, performance, and site friction, ecommerce teams can act fast on what matters most—whether that means resolving issues that block conversions or uncovering new opportunities to optimize the journey. Trusted by Guess, Swarovski, Cartier, and True Religion, Noibu enables retailers to recover lost sales, prevent disruptions, and turn every improvement into measurable growth.

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