- Company Name
- Bolt
- Job Title
- Merchant Onboarding Technical Support
- Job Description
-
**Job Title**
Merchant Onboarding Technical Support (L2)
**Role Summary**
Provide technical escalation support for merchant onboarding, diagnosing API, SDK, and integration issues, reading and debugging code, and ensuring successful live launches. Works closely with Implementation Managers, Product, and Support Engineering to deliver fast, stable, and scalable merchant experiences.
**Expectations**
- 3–5 years in technical support, onboarding, or implementation within SaaS, payments, or e‑commerce.
- Demonstrated ability to read and debug JavaScript/TypeScript; knowledge of Python/Go/Java a plus.
- Strong understanding of REST APIs, authentication, and full system integration.
- Excellent communication with engineers and non‑technical stakeholders, proactive root‑cause analysis, and ownership of outcomes.
**Key Responsibilities**
- Serve as the primary technical escalation point for merchant onboarding and configuration challenges.
- Troubleshoot API, SDK, webhooks, plug‑ins, and checkout flow issues across web and server environments.
- Read, analyze, and explain merchant and platform code (JavaScript/TypeScript, HTML/CSS; backend as needed).
- Collaborate cross‑functionally with Implementation, Engineering, and Customer Operations teams.
- Identify risks, dependencies, and propose preventive measures.
- Develop reusable solutions, documentation, internal tools, code snippets, and templates.
- Support merchants through test and production environments to launch.
- Participate in merchant calls and debugging sessions when required.
- Contribute to technical support on‑call rotation and knowledge sharing.
**Required Skills**
- Expert troubleshooting of API, SDK, webhooks, and checkout integration issues.
- Proficiency in JavaScript/TypeScript; familiarity with Python/Go/Java a plus.
- Deep knowledge of RESTful services, authentication, and integration patterns.
- Strong analytical and problem‑solving abilities.
- Effective communication and documentation skills.
- Ownership mindset and ability to manage follow‑ups independently.
- Bonus: Experience with Shopify, BigCommerce, Magento, Salesforce Commerce Cloud.
- Bonus: Familiarity with Postman, Datadog, GitHub, browser dev tools.
- Bonus: Experience writing automation scripts and mentoring peers.
**Required Education & Certifications**
- Bachelor’s degree in Computer Science, Engineering, or related field (or equivalent professional experience).
- No specific certifications required; relevant technical certifications (e.g., API Management, DevOps) are a plus.