Technical Support Engineer

Global-e•Atlanta, GA

16h•Hybrid

About The Position

Global-e (Nasdaq: GLBE) is the world’s leading platform to enable and accelerate global, direct-to-consumer cross-border e-commerce growth. We make selling internationally as simple as selling domestically for hundreds of retailers and brands worldwide. We are looking for a proactive and customer-focused Technical 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.

Requirements

2–5 years of experience in application support, technical support, and/or a customer-facing technical role.
Strong understanding of application support methodologies and incident management processes.
Hands-on experience troubleshooting web-based applications.
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.
Experience using support and collaboration tools such as Atlassian, Zendesk, and SharePoint.
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.

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.
Support merchant onboarding and training on Global-e’s internal platforms and tools.
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.
Expand and maintain knowledge base documentation to improve efficiency and support quality.
Mentor and support junior team members, sharing technical and customer service best practices.