Extend
Solution Support Engineer
Job Description
About Extend:
Today, Extend works with more than 1,000 leading merchant partners across industries, including fashion/apparel, cosmetics, furniture, jewelry, consumer electronics, auto parts, sports and fitness, and much more. Extend is backed by some of the most prominent technology investors in the industry, and our headquarters is in downtown San Francisco.
What You'll Do:
- Support our Merchant Partners to maintain the integrity of their integration with Extend.
- Resolve support requests that directly impact our Merchants' ability to provide Protection Plans to their Customers through the Extend Platform.
- Work closely with the product management and revenue teams through the Merchant experience.
- Be a strong advocate for the end user and be passionate about quality, troubleshooting, user experience, and testing.
- Manage complex technical problems and work collaboratively with other teams to resolve Merchant support requests.
- Set standards and processes around best practices for partner system integrations and help define documentation to support self-serve.
- Identify patterns in support requests and propose solutions that improve the Merchant experience and reduce ticket volume.
What We're Looking For:
- 2+ Years experience in a Web Development, Software Engineering and/or Support Engineering role
- Excellent communication skills and ability to clearly explain technical concepts and solutions to internal and external stakeholders
- Experience with Zendesk and JIRA
- Ability to own what you are building and see it through from end to end
- Working knowledge of Javascript and JQuery
- Experience integrating with Javascript SDKs
- Ability to perform in a high-energy environment with dynamic job responsibilities and priorities
Nice to Have:
- Experience working directly with Merchants’ e-commerce projects
- Experience integrating common e-commerce platforms (e.g. Shopify, SuiteCommerce, WooCommerce, Magento, etc.)
- Familiarity with Typescript, React and Node.Js
- Familiarity with Datadog, SalesForce and Postman
Life at Extend:
- Working with a great team from diverse backgrounds in a collaborative and supportive environment.
- Competitive salary based on experience, with full medical and dental & vision benefits.
- Stock in an early-stage startup growing quickly.
- Generous, flexible paid time off policy.
- 401(k) with Financial Guidance from Morgan Stanley.
Extend
Extend helps merchants generate revenue and mitigate fraud through modern post-purchase solutions like product and shipping protection. Lower risk. Greater reward.
See more jobsSafe Remote Job Search Tips
Verify Employer Thoroughly
Research the company's identity thoroughly before applying. Check for a professional website with contacts, active social media, and LinkedIn profiles. Verify details across platforms and look for reviews on Glassdoor or Trustpilot to confirm legitimacy.
Never Pay to Get a Job
Legitimate employers never require payment for applications, training, background checks, or equipment. Always reject upfront payment requests or demands for bank details, even if they claim it's for purchasing necessary work gear on your behalf.
Safeguard Your Personal Information
Protect sensitive data like SSN, bank details, or ID copies. Share this only after accepting a formal, written job offer. Ensure it's submitted via a secure company system or portal, never through insecure channels like standard email attachments.
Scrutinize Communication & Interviews
Watch for communication red flags: poor grammar, generic emails (@gmail), vague details, or undue pressure. Be highly suspicious of interviews held only via text or chat apps; legitimate companies typically use video or phone calls.
Beware of Unrealistic Offers
If an offer's salary or benefits seem unrealistically high for the work involved, be cautious. Research standard pay for similar roles. Offers that appear 'too good to be true' are often scams designed to lure you into providing information or payment.
Insist on a Formal Contract
Always secure and review a formal, written job offer or employment contract before starting work or sharing final personal details. Ensure it clearly defines your role, compensation, key terms, and conditions to avoid misunderstandings or scams.