Job Title: Application Support Engineer

Company Name: Global-e

Job Details: Hiring,Remotely,in,Atlanta,,GA,In-Office,or,Remote,Mid,level

Job Url: https://builtin.com/job/technical-support-engineer/8261850

Job Description: 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 Application 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.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.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.Maintain and expand knowledge base documentation to improve efficiency and support quality.Mentor and support junior team members, sharing technical and customer service best practices.2–5 years of experience in application support, technical support, and/or software implementation rolePrevious experience in an eCommerce environment is a strong advantageUnderstanding of application support methodologies and incident management processesWorking knowledge of JavaScript, HTML, CSS, and other client-side technologiesExperience with REST APIs and troubleshooting JSON/XML payloadsExperience with SQL and relational databasesFamiliarity with debugging tools, log analysis, and production supportStrong analytical and problem-solving skills, with the ability to deep dive and identify root causesExcellent written and verbal communication skills, with the ability to explain technical concepts to non-technical audiencesAbility to multitask, manage competing priorities, and thrive in a fast-paced environmentTeam-oriented mindset with a proactive, can-do attitude and strong interpersonal skillsThis a hybrid role from our Atlanta office with a 3 day in office policy.Global-e is an equal opportunity employer. Our team is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and welcome applications from people of all walks of life. Our people play the key role in our success, and we are always looking for more driven, talented, and ambitious individuals to join our growing international family