We're Hiring: Customer Success & Technical Support Specialist
Location: Remote
Schedule: Full-Time | 9 AM–5/6 PM Eastern | U.S. Eastern/Central Time overlap
Tech Stack: Intercom, Shopify Admin, Browser DevTools, Google Tag Manager, Slack, Notion/GitBook, Excel/Google Sheets, facebook ads manager, facebook events manager
About Upstack Data
Upstack Data is a Miami-based SaaS building marketing automation for Shopify merchants. Our flagship product, Signal, replaces broken browser-based pixels with reliable first-party server-side events to Meta, TikTok, and other ad platforms. We're a lean, AI-first team running offshore-first - most of our engineering, GTM, and operations roles are filled with PH talent.
About This Role
We're looking for a Customer Success & Technical Support Specialist who understands Shopify, paid media, and the e-commerce ecosystem.
This is not a traditional SaaS support role. We're particularly interested in candidates who have worked with Meta/Facebook Ads, Shopify, DTC brands, performance marketing, or e-commerce agencies.
You might be a former Facebook media buyer, paid social specialist, performance marketer, agency account manager, Shopify specialist, e-commerce operator, or EA/operations generalist who has worked closely with customers or clients.
You'll own customer onboarding, training, support, and ongoing success while troubleshooting issues across Shopify, Meta Ads, tracking, attribution, and Upstack. You'll work closely with customers, Product, and Engineering to resolve problems, improve the customer experience, and identify recurring issues.
What You'll Do
Customer Success & Onboarding
- Own end-to-end onboarding and training for new customers
- Help customers understand their tracking, attribution, and marketing data
- Run recurring check-ins with key customers to review adoption, surface issues, and improve outcomes
- Build strong customer relationships and become a trusted point of contact
- Partner with Sales on customer handoffs, retention, and expansion opportunities
Technical Support & Troubleshooting
- Own the support queue through Intercom, email, and chat
- Handle everything from product questions and onboarding requests to complex technical investigations
- Troubleshoot issues involving Shopify, Meta Ads, tracking, attribution, and other marketing platforms
- Investigate customer accounts, Shopify configurations, tracking implementations, and data discrepancies
- Use Browser Developer Tools to inspect events, cookies, network requests, and client-side behavior
- Trace issues from on-site event capture through server-side processing and attribution
- Determine whether issues are caused by configuration, implementation, expected behavior, or product bugs
- Reproduce issues and work with Engineering when escalation is required
Documentation & Product Feedback
- Build and maintain customer-facing help articles, setup guides, troubleshooting resources, and FAQs
- Turn recurring customer questions into self-service resources and internal troubleshooting playbooks
- Identify recurring customer issues and share actionable feedback with Product and Engineering
- Help improve onboarding, support workflows, and the overall customer experience
Requirements
Must-haves
- 3+ years in experience working directly with customers, clients, brands, or internal stakeholders
- Hands-on experience with Meta Ads / Facebook Ads
- Strong familiarity with Shopify and the DTC/e-commerce ecosystem
- Strong understanding of paid media and e-commerce concepts including ROAS, CPA, CTR, conversions, and attribution
- Strong analytical and troubleshooting skills — you enjoy figuring out why something isn't working
- Comfortable using Browser Developer Tools to investigate network requests, cookies, events, and tracking behavior
- Able to understand basic HTML, JavaScript, and tracking-related code
- Excellent written and spoken English — C1 level required
- Comfortable using Claude and modern AI tools as part of your daily workflow
- Self-motivated, organized, and comfortable working independently in a remote environment
Strongly Preferred
- Experience working at a Meta Ads, performance marketing, or e-commerce agency
- Background as a media buyer, paid social specialist, performance marketer, or agency account manager
- Experience managing or supporting multiple Shopify/DTC brands
- Familiarity with Google Ads, Klaviyo, TikTok Ads, Google Tag Manager, Conversion APIs, or server-side tracking
- Experience with marketing attribution, e-commerce analytics, or martech
- Experience troubleshooting discrepancies between Shopify, Meta, Google, and other reporting platforms
- Previous experience in Customer Success, Customer Support, Account Management, or Technical Account Management
- EA or operations background with experience owning multiple functions and working directly with customers
- Experience with Intercom, Zendesk, Notion, GitBook, or similar tools
- Basic SQL or experience investigating data directly
- Experience working with U.S.-based customers
What Success Looks Like
First 30 Days
- Understand the Upstack platform, core features, and common customer use cases
- Become familiar with common Shopify, Meta Ads, tracking, and attribution issues
- Shadow customer onboarding and support interactions
- Begin independently handling straightforward customer issues
- Set up and troubleshoot tracking on a test Shopify store
First 90 Days
- Independently handle the majority of the support queue
- Own onboarding and training for new customers
- Handle increasingly complex Shopify, tracking, and attribution issues
- Publish an initial set of customer-facing documentation
- Develop troubleshooting workflows for common issue categories
First 6 Months
- Own day-to-day customer support and success with minimal Engineering escalation
- Proactively manage customer adoption and retention
- Run recurring meetings with key accounts
- Maintain a useful self-service documentation system
- Identify recurring customer issues and provide actionable feedback to Product and Engineering
What We Offer
🌎 100% remote
🏖️ 10 days PTO + US holidays
❤️🩹 Monthly healthcare allowance
🔌 $50–$100/month equipment & connectivity stipend (as needed)
📈 Real career growth as Upstack scales
Your Application Roadmap
You've applied - awesome! Here's what happens next:
Step 1: Application Review
Our team will review your experience, skills, and qualifications to see if there's a strong match for the role.
Step 2: Initial Interview
If your background aligns with what we're looking for, we'll invite you to a conversation with our recruiting team. This is our chance to learn more about you - and your chance to learn more about us.
Step 3: Online Assessment
Depending on the role, you may be asked to complete a short skills assessment so you can showcase what you do best.
Step 4: Final/Client Interview
Top candidates will move forward to meet with the hiring manager or client team. Bring your experience, your wins, and your personality - we want to get to know the real you.
Step 5: Job Offer
If it's a great match on both sides, we'll present your offer and get you ready for an exciting new chapter.
Not selected for this role? No worries. Strong candidates may be considered for future opportunities that better match their skills and experience. We appreciate every application and can't wait to meet talented professionals like you!