Technical Solutions Specialist
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Job Description
Technical Solutions Specialist helping ExpertVoice, a platform connecting consumer brands with influential experts, integrate and optimize ecommerce order tracking. Troubleshooting integrations, monitoring performance, and shaping future tracking solutions with cross-functional teams.
Responsibilities:
- Serve as the primary technical point of contact for clients implementing order tracking solutions
- Understand clients’ ecommerce platforms, order management workflows, fulfillment processes, and tracking data requirements
- Support integrations with ecommerce platforms, order management systems, fulfillment partners, shipping carriers, and related technology providers
- Configure, test, validate, and launch order tracking integrations with Implementation and Engineering teams
- Translate client business requirements into technical workflows, documentation, and implementation plans
- Troubleshoot issues involving order data, shipment updates, tracking events, data feeds, APIs, or platform configuration
- Monitor order tracking performance reporting and identify data gaps, failures, inconsistencies, and other issues
- Analyze reporting trends to proactively detect client or platform-specific problems
- Investigate and resolve tracking performance issues with brands
- Coordinate with Product, Engineering, Support, and Implementation teams to diagnose root causes and ensure timely resolution
- Communicate issue status, impact, next steps, and timelines to internal stakeholders and client contacts
- Document recurring issues, technical findings, and resolution paths
- Build trusted relationships with client stakeholders across ecommerce, operations, digital, customer experience, and technical teams
- Provide technical guidance and best practices for maximizing order tracking capabilities
- Support technical check-ins, performance reviews, account planning, renewals, expansions, and strategic account growth
- Serve as the internal voice of the client regarding integrations, feedback, pain points, and product needs
- Identify improvements to order tracking functionality, reporting, integrations, and client workflows
- Partner with Product and Engineering on future order tracking features
- Translate client feedback and technical challenges into product requirements or enhancement recommendations
- Support testing, validation, and rollout of new order tracking features
- Provide technical expertise during pre-sales, onboarding, implementation, renewal, and expansion conversations
- Maintain documentation of client configurations, technical requirements, known issues, reporting insights, and action plans
- Improve internal processes, playbooks, reporting workflows, implementation materials, and client-facing documentation
- Ensure smooth handoffs between internal teams throughout the client lifecycle
- Report to the SVP of Sales
Requirements:
- 3+ years of experience in technical account management, implementation, customer success, solutions consulting, support engineering, sales engineering, ecommerce operations, or a related technical client-facing role
- Experience with ecommerce platforms such as Shopify, Salesforce Commerce Cloud, Magento, BigCommerce, WooCommerce, or similar platforms
- Familiarity with order management systems, warehouse management systems, shipping carriers, fulfillment providers, or post-purchase customer experience tools
- Experience with APIs, webhooks, data mapping, reporting dashboards, tracking events, or data validation
- Strong technical aptitude with APIs, data feeds, integrations, platform configurations, and system workflows
- Ability to analyze performance reports, identify trends or anomalies, and translate findings into actionable next steps
- Strong troubleshooting and problem-solving skills across multiple systems or stakeholders
- Excellent communication skills for explaining technical concepts to technical and non-technical audiences
- Proven ability to manage multiple client accounts, priorities, escalations, and projects simultaneously
- Experience collaborating cross-functionally with Sales, Customer Success, Product, Engineering, and Implementation teams
- Highly organized and detail-oriented, with comfort documenting technical workflows, issues, and resolutions
- Background in SaaS, retail technology, logistics technology, ecommerce enablement, or post-purchase experience platforms preferred
- Experience contributing to product feedback, feature discovery, or technical solution design preferred
- Ability to use data and client feedback to recommend product or process improvements preferred
- Ability to follow standard work hours from 10:00am–3:00pm MT Monday–Friday, with remaining hours aligned with and approved by the manager
Benefits:
- Competitive pay
- Opportunity to earn bonuses through the Company performance plan
- Annual merit increases
- Medical, dental, and vision insurance for employees, with coverage extended to eligible dependents
- Flexible spending accounts (FSA)
- Health savings accounts (HSA)
- Life insurance
- Short- and long-term disability
- Up to 15 weeks of paid parental leave for full-time employees
- 401(k) plan with generous immediately vested employer match
- Freedom to work from anywhere in the Continental USA
- Fully remote work arrangement
- Flexible work hours aligned with manager approval
- Exclusive incentive purchase programs extended by clients to EV employees
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