Customer Solutions Engineer

Tapcart Santa Monica, California
engineer mobile technical team shopify html css js cs engineering mobile commerce commerce mobile apps
December 22, 2022
Tapcart
Santa Monica, California
FULL_TIME
Tapcart is the ultimate mobile commerce platform fueling the fastest growing brands. We power mobile apps for over 50 million consumers worldwide; processing over $3 billion in mobile commerce revenue.



A majority of Ecommerce traffic is on a mobile device now; we turn these users into high retention growth for some of the largest brands, including Fashion Nova, Pier 1, Chubbies, Brandy Melville, and many more.



Tapcart is trusted by thousands of brands to power their mobile experience. Check out our buzz on TechCrunch, Shopify UNITE and in The Verge.


Tapcart is the leading no-code mobile app platform on Shopify. We recently launched our low-code product that allows merchants to customize their mobile app using HTML, CSS, and JS.


We need a solutions-minded individual who can advise our top customers on building specific features using our low-code framework. We want this person to identify high-value features on eCommerce websites and help bring them to life on the mobile app. This role will directly impact the profitability and growth of our customers, making it vital to their success.


The CSE will own the post-sale technical solutions process end to end. They will work directly with the CS, Product, and Engineering teams and report to the Director of Customer Success. They get to represent the CS team's needs across the organization and leverage their insight to communicate customer feedback that drives product improvements.


The CSE will be responsible for speaking with our clients to extract business requirements and identify solutions through Tapcart's low-code product line or native stack.


The ideal candidate has in-depth knowledge of the SDLC process and where they fit in the funnel. They must be able to draft detailed documentation that outlines:


  • The client's objective
  • Proposed solution
  • Existing platform limitations
  • Success criteria
  • Assumptions

HOW YOU WILL MAKE AN IMPACT:


    • Consult clients on how to use Tapcart’s low-code product line to enhance their mobile app.

    • Develop a ticketing system and project tracker to manage inbound solution requests from the CS team.

    • Speak directly with clients to extract business requirements and document potential solutions.

    • Communicate with the customer success, product, and engineering teams on project scope, risks, and timeline based on the client’s expectations.

    • Code custom solutions within Tapcart’s low-code framework using HTML, CSS, and JS.

    • Test new solutions to ensure they meet the client's success criteria.

    • Manage and support a library of low-code solutions that can be repurposed for other clients with similar needs.

    • Understand the product roadmap and help communicate how future projects solve existing customer needs.

    • Organize and aggregate our customer's technical requests into product themes that can influence the product roadmap.

    • Research product trends within the Shopify ecosystem and determines which features can be brought to life with our existing infrastructure.

WHAT SKILLS YOU’LL NEED:


    • Engineering or technical background

    • Intermediate experience building with HTML, CSS, JS

    • 2+ years of experience in a customer-facing role

    • Experience using JIRA, Slack, Salesforce, Docs, Sheets, and Slides

    • Strong written and verbal communication skills

    • Ability to take on open-ended problems in unstructured environments

    • Ability to think on your feet and solve problems during calls with technical customers

    • Strong understanding of APIs & SDKs

BONUS IF YOU HAVE:


    • Experience consulting or developing technical solutions for the eCommerce industry

    • Experience in technical project management

    • Experience in entrepreneurship


Tapcart Perks & Benefits
  • 401K and stock options for all full-time employees
  • Medical eligible first of the month
  • Dental and Vision eligible immediately
  • Unlimited PTO and 11 paid company holidays
  • Brand new MacBook Pro and home office setup
  • $250 a month wellness stipend
  • Monthly Happy Hours, Company-Wide Offsite Events
  • A team that has transitioned to remote work impressively and remains highly collaborative, engaged, and connected.
  • We pride ourselves on a team that promotes diversity, inclusion, leadership, mindfulness and passion.


Who is Tapcart!?

We are growing startup located in Santa Monica, CA . Our team and culture are very important to us – we aim to make coming to work fun, challenging and rewarding. We know that doing great work depends on showing up with creative solutions to face our challenges. It all starts with having good people, and helping them grow both personally and professionally. We can't wait to hear how your unique skills and personality will add to our company and culture.


Why join us?
We are on a rocket ship and just raised our Series B for $50M in June 2021: https://tcrn.ch/3dn2RiV

We raised our Series A for $10M in May 2020: builtinla.com/2020/05/19/tapcart-raises-10m-series-a-hiring

Check out what our customers are saying: https://apps.shopify.com/shopify-mobile-apps/reviews

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