Application Support Engineer (Confidential)

Job Description

Job Description

We are looking for a proactive and customer-focused Application Support Engineer to join our Technical Operations team in the US. This role is critical to ensuring the stability,

reliability, and performance of Global-e’s systems while delivering exceptional service to both merchants and end customers.

You will serve as a key point of contact for technical and service-related inquiries,working closely with Engineering, Product, and cross-functional teams to resolve issues efficiently and professionally. This role offers the opportunity to work directly with tier-1 retailers and leading online brands that rely on Global-e as their cross-border eCommerce solution provider.

Responsibilities:

• Serve as a front-line support contact for merchants (B2B) and end customers(B2C), handling client-facing calls, tickets, and inquiries with professionalism and efficiency.
• Troubleshoot and resolve application, platform, and transaction-related issues, ranging from basic technical problems to complex production incidents.
• Act as a key escalation point for high-priority or complex issues, ensuring timely resolution and clear communication with internal teams and clients.
• Work closely with Engineering, Product, and other internal stakeholders to investigate incidents, identify root causes, and implement long-term solutions.
• Debug technical issues using logs, debugging tools, and database queries.
• Maintain and meet SLAs and KPIs, prioritizing workload effectively in a high-volume environment.
• Identify recurring issues and contribute to process improvements, best practices, and service enhancements.
• Maintain and expand knowledge base documentation to improve efficiency and support quality.
• Mentor and support junior team members, sharing technical and customer service best practices.

Requirements:

• 2–5 years of experience in application support, technical support, and/or software implementation role
• Previous experience in an eCommerce environment is a strong advantage
• Understanding of application support methodologies and incident management processes
• Working knowledge of JavaScript, HTML, CSS, and other client-side technologies
• Experience with REST APIs and troubleshooting JSON/XML payloads
• Experience with SQL and relational databases
• Familiarity with debugging tools, log analysis, and production support
• Strong analytical and problem-solving skills, with the ability to deep dive and identify root causes
• Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical audiences
• Ability to multitask, manage competing priorities, and thrive in a fast-paced environment
• Team-oriented mindset with a proactive, can-do attitude and strong interpersonal skills

 This a hybrid role from our Atlanta office with a 3 day in office policy.