Technical Support Engineer

About Medusa

At Medusa, our mission is to expand digital commerce in depth and variety by providing developer tools and infrastructure for building reliable, specialized commerce applications quickly. While SaaS platforms have proven the value of digital commerce, their rigid workflows can't serve the vast majority of commerce, which remains trapped in spreadsheets, email threads, and phone calls.

A more flexible foundation is needed to power the next wave of digital commerce, and Medusa is leading this effort. With a thriving community of over 10k developers, more than 1.5M yearly npm downloads, and recognition as the most popular open-source ecommerce project on GitHub, Medusa powers thousands of daily orders for billing dollar companies like Heineken, Redington, and Mitsubishi, as well as fast-growing DTC brands including Tekla and Eightsleep.

The Role

As a Technical Support Engineer reporting to the CTO, you play a critical role in helping our users build world-class commerce experiences. You will be the face of Medusa for many of our users and build deep relationships with them. Your primary responsibility is to identify and directly solve their issues while collaborating with our product and engineering teams for more complex problems.

You will be our team's first Technical Support Engineer, so you can expect to help establish new support processes and adopt tooling to optimize our workflows, shaping the overall direction of our support function.

What you will do

• Work closely with our users in understanding their issues and directly solving them
• Help establish our support processes and improve our tooling
• Collaborate with the product and engineering teams in building new features based on user feedback
• Develop a deep understanding of our product offering to aid in guiding our users in their implementation process

Who you are

• You have earned a degree in Computer Science or a related field
• You are comfortable being the primary point of contact for our users
• You write and speak English fluently
• You execute with a high sense of urgency and are eager to take ownership of your domain
• You are not afraid to dig deep into codebases to solve users’ problems

Working at Medusa

We are a small team, and we move fast. This is possible because we 1) hire people with great taste, business acumen, and a strong work ethic, and 2) give them direction and context for what great looks like. Your performance is measured by your ability to convert simple inputs to exceptional outputs.

What you get

• Highly passionate and talented co-workers
• Work with a high level of autonomy
• Competitive salary based on experience and qualifications
• Generous options package - in the best 10% among peers
• Health coverage in the US
• Opportunity to build a generational company