Technical Support Engineer / Customer Success Manager

Remote (LATAM-based, Eastern/Central Time overlap) Compensation: $3,000–4,000 USD/month Full-time, 9 am–5 pm/6 pm Eastern, Contractor Tech Stack: Intercom, Shopify Admin, Browser DevTools, Google Tag Manager, Slack, Notion/GitBook, Excel/Sheets

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About Upstack Data

Upstack Data is a B2B SaaS platform that provides customer identity resolution, server-side tracking, and marketing attribution for DTC and e-commerce brands. Our users include marketing directors, growth leads, and e-commerce operators at Shopify-based brands who rely on us for accurate, actionable data about their marketing performance. We help merchants understand which campaigns, channels, and touchpoints are actually driving revenue — solving the measurement challenges created by iOS privacy changes, cookie deprecation, and increasingly complex multi-channel marketing.

We're a bootstrapped, profitable company with a growing customer base and a product environment that moves fast. With innovation and customer obsession at our core, we are transforming how DTC brands measure, attribute, and optimize their marketing spend — ultimately building better outcomes for merchants and the agencies that support them.

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About the Role

We're looking for a Technical Support Engineer / Customer Success Manager who combines deep technical troubleshooting ability with strong relationship-building skills and a builder's mindset around documentation. You'll own post-sale onboarding, training, adoption, and ongoing support for Shopify merchants, while also digging into the technical weeds — triaging and resolving complex issues across our platform, customer Shopify stores, tracking implementations, and third-party integrations. You'll also build and maintain the documentation portal that enables customers to self-serve.

This is not a traditional helpdesk or CSM role. You'll dig into customer accounts, inspect pixel configurations, trace network requests, read code snippets, and cross-reference platform data to diagnose complex issues. You'll collaborate closely with Product, Sales, Engineering, and Support to drive retention and expansion. This role requires someone proactive, technical, structured, and highly accountable — who can earn the trust of sophisticated e-commerce operators, connect product capabilities and technical details to business impact, and operate with strong ownership in a fast-evolving product environment.

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You Will

•Own end-to-end onboarding and training for new customers, ensuring they reach confident daily usage within the first 30 days of go-live.

•Design and deliver tailored training sessions for different audiences (marketing directors, growth leads, agency partners, e-commerce operators).

•Run weekly or bi-weekly cadenced meetings with stakeholders at key accounts to review adoption, surface issues early, and identify expansion opportunities.

•Build and maintain training materials, recorded walkthroughs, quick-start guides, and FAQs that enable customer self-service.

•Maintain deep product knowledge across all Upstack modules (identity resolution, server-side tracking, attribution, audience syncing) and demonstrate features confidently in live sessions.

•Own the support queue end-to-end: triage, diagnose, resolve, and follow up on customer issues via Intercom, email, and chat — this is a significant part of the day-to-day role.

•Respond to inbound support requests promptly and professionally, managing multiple conversations simultaneously across channels.

•Handle the full spectrum of support — from quick how-to questions and onboarding walkthroughs to complex technical investigations requiring deep diagnosis.

•Investigate complex problems by digging into customer accounts, tracking configurations, Shopify store setups, and data within our platform.

•Use browser developer tools (Network tab, Console, Elements) to inspect pixel fires, cookie behavior, HTTP requests, and client-side event capture.

•Trace issues across the full data pipeline — from on-site event capture through server-side processing to attribution output.

•Cross-reference customer-reported issues with platform data to identify root causes (misconfiguration vs. bug vs. expected behavior).

•Reproduce reported issues and document steps clearly for engineering when escalation is necessary.

•Monitor for patterns across support tickets that may indicate broader platform issues or opportunities for product improvement.

•Build and maintain the customer-facing documentation portal: help articles, setup guides, troubleshooting walkthroughs, integration guides, and FAQs.

•Translate customer needs and feedback into structured product requirements and represent the "voice of the customer" to the Product team.

•Track training completion, adoption metrics, and support volume by account — identify at-risk usage patterns and drive targeted interventions to reduce churn.

•Document meetings, action items, and account health, maintaining clean and up-to-date records.

•Collaborate with Sales on seamless handoffs from pre-sale to post-sale and on opportunities for expansion.

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About You

Your Background

•3+ years in Customer Success, Account Management, Technical Support, or a solutions-oriented customer-facing role at a B2B SaaS company.

•Strong technical fluency around SaaS products: data flows, tracking pixels, cookies, integrations, APIs, reporting logic, and how data moves between systems.

•Comfortable navigating browser developer tools to inspect tracking behavior, cookies, network requests, and client-side JavaScript execution.

•Ability to read and understand HTML, JavaScript, and basic code snippets — you don't need to be a developer, but you need to follow the code and identify misconfigurations.

•Experience designing and delivering structured training and onboarding programs for software products.

•Experience writing customer-facing documentation, help articles, knowledge base content, or technical guides.

•C1-level English proficiency (or equivalent) — required, not negotiable.

•Excellent verbal and written communication skills — confident, clear, and professional in both live calls and written support interactions.

•60+ WPM typing speed — you'll spend significant time in written support channels and documentation, and need to move efficiently.

•Experienced and proficient with Claude and modern AI tools — you already use AI daily to work faster and smarter, and you're excited to integrate it into support workflows, documentation creation, and customer communication.

•Analytical mindset — you approach problems methodically and enjoy tracing symptoms to root causes.

•Self-motivated and ownership-driven — you run your accounts and your queue proactively, without needing constant direction.

•Able to navigate ambiguity, juggle competing priorities, and stay calm and solution-oriented under pressure.

Nice to Have

•Experience with Shopify (admin, themes, Liquid, app ecosystem).

•Familiarity with marketing and advertising platforms (Meta Ads, Google Ads, Klaviyo, TikTok Ads).

•Understanding of how tracking pixels, conversion APIs, server-side tagging, and UTM parameters work.

•Exposure to Google Tag Manager or server-side GTM.

•Experience with e-commerce analytics, marketing attribution, or identity resolution concepts.

•Basic SQL or comfort querying data to investigate customer issues.

•Experience with support platforms like Intercom or Zendesk.

•Experience with documentation tools (GitBook, Notion, ReadMe, or similar).

•Prior exposure to DTC/e-commerce, performance marketing, or martech (or comparable data-heavy domains).

•Experience working with U.S. clients from a fully remote LATAM-based role.

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What Success Looks Like

First 30 Days:

•Understand the Upstack platform, core product features, and typical customer use cases.

•Shadow existing support and customer interactions and begin handling straightforward tickets.

•Get hands-on with the product by setting up tracking on a test Shopify store.

•Familiarize yourself with common issue types and the diagnostic tools and workflows used to resolve them.

First 90 Days:

•Independently handle the majority of the support queue, including complex diagnostic issues involving pixel configurations, cookie behavior, and attribution discrepancies.

•Own onboarding and training for new customers with confidence.

•Publish your first batch of help articles and establish the structure and style for the documentation portal.

•Develop internal troubleshooting playbooks for the most common issue categories.

First 6 Months:

•Own the entire support and customer success function with minimal engineering escalation.

•Run cadenced account meetings with key customers and proactively manage adoption and retention.

•Maintain a comprehensive, up-to-date documentation portal that measurably reduces inbound support volume.

•Contribute meaningfully to product improvement through structured customer feedback and trend analysis.

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Compensation & Benefits

•Compensation: $3,000–4,000 USD/month

•Benefits:

•2 weeks PTO

•U.S. holidays off

•Remote work from LATAM with stable, U.S.-facing schedule

•Opportunity to shape the support, success, and documentation function from the ground up at a growing SaaS company

•Direct access to founders and engineering team — your input directly shapes the product