Customer Support Engineer

Customer Support Engineer

Join our Customer Support team in shaping the future of AI-powered shopping experiences across our global software platform.

The Company You’ll Join

At Rebuy, we're on a mission to revolutionize shopping with intelligent, personalized experiences that wow customers around the globe. As a fully remote team, we power some of the fastest growing DTC brands like Aviator Nation, Liquid Death, Magic Spoon, Blenders, Primal Kitchen, and many more.

We believe in ownership, drive, and empathy and strongly uphold that every team member plays a vital role in shaping the future of intelligent commerce. Our culture thrives on collaboration, creativity, and genuine passion. We don’t just build great tech - we build lasting partnerships, a strong community, and a place where people love to work.

The Team You’ll Join

We're a tight-knit, driven team that’s obsessed with team work and excellence. In this role, you’ll be reporting to our Team Lead of Customer Support Operations. If you thrive on curiosity, crave a challenge, and never stop learning, you’ll feel right at home here. Our flat structure means no red tape, just real impact. Everyone rolls up their sleeves and contributes directly to our mission.

We reward initiative, celebrate high performance, and believe leadership is earned through action. Strong work ethic, smart prioritization, and clear communication are must-haves. Whether you're flying solo or teaming up across departments and with customers, you'll play a key role in moving us forward.

The Problems You’ll Solve

Rebuy and its team members continually strive to create a high-spirited, intentional work environment that stresses performance productivity as well as collaboration and merit.

As an Overnight Customer Support Engineer, you’ll be a crucial team member as you create long-term solutions and remove roadblocks for our merchants and partners! Your day to day (2:00 am ET - 10:00 am ET or 6:00 pm ET - 2:00 am ET) will be expertly troubleshooting and supporting our core feature sets and services, assisting issues from our merchants and partners, and creating incredible interactions and moments with our internal and external teams. If you’re excited about jumping into ecommerce and being an accelerator in a fast-paced startup, this role is for you!

• Providing technical support for Merchants and Partners through our internal ticketing system.

• Creating new documentation or updating existing documentation as required.

• Preparing reports on technical issues that require further investigation or action by other departments within the company.

• Resolving complex technical issues by analyzing problems, testing solutions, and recommending changes to existing systems.

• Installing new software and upgrading existing software to ensure that it continues to function properly.

• Coordinating with other departments within the company to ensure that any issues are addressed quickly and efficiently.

• Troubleshooting problems with software programs and networks to identify and resolve issues.

• Suggesting improvements in work processes, procedures, or policies to increase efficiency and productivity.

Who You Are

We’re stoked to meet you and get to learn more about you, your experience and your interest in joining our team.

The Hard Skills:

• BS degree or equivalent work experience.

• At least 1-3 years of relevant work experience in a JavaScript environment.

• Experience with frontend frameworks (e.g. React, Vue, Angular) and performant SaaS environment.

• Comfortable understanding of HTML and browser development tools for debugging, testing, and optimizing.

• It’s a bonus if you’ve got experience in: remote work environments, start-ups, SaaS or managed services, Atlassian // Jira, Scrum // Agile, and omni-channel support (customer chat).

The Soft Skills:

• Incredible customer service skills to blow all of us away.

• Excellent listening, communication and interpersonal skills, both written and verbal.

• Strong ability to work independently and collaboratively with internal and external teams.

• Ambitious problem solver and proactive self educator to improve one's understanding and skill set when facing challenges

• Characteristics such as self-motivation, drive, and willingness to take ownership and responsibility.

Who You’ll Meet With

Now let’s get into who you’ll meet during our interview process! After you submit your application and it’s been reviewed by our team, we will reach out to you inviting you to meet with us. From there, you can expect an interview process similar to this:

• Brief introduction call with Diana, our Team Lead of Customer Support Operations, to learn more about you and answer your questions about Rebuy and this role.

• Call with the hiring manager, Christian, our VP of Customer Support, to chat more in-depth about you, your experience and this role.

• Short final interview with our CEO and COO where you’ll get to learn more about Rebuy.

The Perks You’ll Enjoy

Rebuy is a fully remote company across the U.S. and Canada that aims to provide all of our team with the resources, support and flexibility they need to thrive in their roles.

• Team: We’ve got the best, brightest, most brilliant team members who are excited to meet you! We also like to think we have a good sense of humor.

• Remote Work: With a strong internet connection, you’re able to work from anywhere within the U.S. and Canada.

• PTO: We offer a flexible vacation policy, generous holiday schedule, parental leave and sick policy. There’s other policies too like a birthday holiday!

• Amazing Benefits: 100% free health, dental, and insurance for you and your family. Don’t worry, there’s even more!

• Retirement Plans: For our U.S. employees we offer 401(k) retirement plans and for our Canadian employees we offer a TFSA and RRSP retirement plans. You’ll also enjoy a 3% contribution of your gross salary, no matter where you’re located!

Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this position is $60,000 - $65,000 USD annually. Pay within this range varies by work location and may also depend on job-related knowledge, skills, and experience. Your recruiter and hiring manager can share more about the specific salary range for the job location during the hiring process.

Disclosures:

Equal Opportunity Statement

Rebuy, Inc. is proud to be an Equal Employment Opportunity employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law.

Rebuy, Inc. aims to make rebuyengine.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email [email protected].