Customer Support Engineer

About Rebuy (Rebuy, Inc.): Rebuy is a premier, internationally recognized e-commerce personalization pioneer, intelligent data solutions innovator, and consumer technology leader on an absolute mission to revolutionize global shopping through advanced, AI-powered digital customer experiences. As a high-velocity software platform operating entirely via a fully remote global footprint, Rebuy power-routes high-converting recommendation engines, custom cart applications, and post-purchase upsell architectures for some of the world’s fastest-growing Direct-to-Consumer (DTC) brands, including Aviator Nation, Liquid Death, Magic Spoon, Blenders, and Primal Kitchen. Built upon uncompromised corporate values of absolute ownership, individual drive, and empathy, Rebuy discards legacy bureaucratic silos to prioritize merit, high performance, and deep cross-functional community building, granting distributed tech craftsmen the ultimate canvas to build lasting commercial partnerships confidently.

Position Overview

We are seeking a highly analytical, frontend-minded Customer Support Engineer to join our core global Go-To-Market division in a full-time remote capacity within the United States or Canada. Operating as an Overnight Customer Support Engineer on a designated nocturnal shift window from 6:00 pm ET to 2:00 am ET, you will claim individual technical accountability for isolating frontend system roadblocks, optimizing application stability, and creating long-term solutions for our premier merchants and agency partners. Moving entirely away from passive call routing or non-technical support management, you will function as a high-spirited tech accelerator embedded at the intersection of customer-facing advocacy and real-time frontend debugging. This role demands a proactive self-educator with 1–3 years of hands-on environment history who traces variable errors comfortably, tests codebase changes independently, and addresses mission-critical e-commerce incidents smoothly under time pressure.

Key Responsibilities

• Overnight Technical Ticket Triage: Provide expert, first-line technical troubleshooting and issue resolution for enterprise e-commerce merchants and agency partners natively utilizing our internal ticketing stack.
• JavaScript Runtime Debugging: Diagnose, isolate, and address complex rendering errors, asset injection faults, and event tracking drops natively within a production JavaScript environment.
• Frontend Framework Compliance: Analyze and test cross-platform application features affecting consumer storefront widgets built natively using React, Vue, or Angular software libraries.
• Browser Tooling System Analysis: Inspect and audit storefront performance variables, using native browser development tools to evaluate **HTML** code blocks, network payloads, script timings, and DOM hierarchies.
• Cross-Department Defect Escalation: Author comprehensive, structured technical reports on recurring software defects or platform limitations, providing replication steps to guide core software engineering cells.
• Knowledge Base Article Curation: Design, build, and update internal and external documentation repositories, compiling step-by-step developer guides and FAQs to accelerate merchant self-service.
• Software Deployment and Upgrades: Coordinate the installation and version upgrading of integration software scripts to ensure continuous, high-throughput compatibility across diverse multi-tenant storefront platforms.
• Agile Collaboration and Optimization: Participate in asynchronous department synchronization loops using Atlassian Jira and Scrum methodologies, suggesting targeted workflow adaptations to increase support velocity.

Required Skills & Qualifications

• 1–3 years of verified professional history running advanced technical support, frontend application engineering, web development helpdesk tracking, or managed services software consulting.
• Deep, authoritative technical command of modern web interfaces, showing an absolute operational requirement for hands-on programming or debugging inside a JavaScript codebase.
• Practical production familiarity reading and editing screen structures, tags, layout elements, and styling parameters natively utilizing React components and **HTML** markup.
• Strong, production-tested capability to navigate browser inspection panels to analyze client-side tracking scripts, console errors, and network response parameters.
• Outstanding problem-solving logic paired with an ambitious, self-motivated mindset to learn advanced product APIs and e-commerce dependencies independently.
• Outstanding verbal and written communication traits in fluent English, demonstrating the capacity to explain complex programmatic tracking rules clearly to non-technical store merchants.
• Location Context and Shift Parameters: Absolute readiness to consistently execute production duties following the overnight shift schedule from 6:00 pm ET - 2:00 am ET, paired with permanent legal residency within either the United States or Canada to work 100% remotely from home.

Preferred Strategic Indicators (Nice to Have)

• A Bachelor of Science (BS) degree from an accredited institution in Computer Science, Information Technology, Web Engineering, or a related quantitative STEM discipline.
• Prior commercial background operating within hyper-growth startup environments, e-commerce applications, or omnichannel customer chat settings.
• Hands-on operational familiarity managing project backlog items or user documentation lifecycle tasks inside **Atlassian Jira** and Confluence interfaces.
• Familiarity with digital checkout flows, online conversion optimization metrics, or e-commerce tracking variables.

What We Offer

• Competitive North American Salaried Canvas: An attractive full-time baseline salary structure between $60,000 – $65,000 USD per year, calibrated precisely to evaluate your technical support authority and digital troubleshooting execution speed.
• The exceptional professional canvas to directly direct, shape, and deploy the technical support frameworks safeguarding the personalized shopping experiences for America fastest-growing DTC brands.
• Profound work-from-home remote parameters offering total geographic flexibility, flexible remote schedules, and zero physical office commuting friction anywhere within the US and Canada.
• Immediate eligibility to access comprehensive **100% company-paid premium health, dental, and vision insurance** coverage layers for both you and your entire eligible family.
• Secure long-term financial calibration via an active corporate **Retirement Plan with an absolute 3% gross salary contribution paid entirely by Rebuy** regardless of your geographic location (offering 401k structures for US employees and matching TFSA/RRSP systems for Canadian workers).
• Excellent lifestyle balance benefits, including an ultra-flexible vacation policy, a generous corporate holiday schedule, comprehensive parental leave programs, paid sick policies, and a dedicated paid holiday on your personal birthday.