What are the responsibilities and job description for the Support Engineer position at RepSpark?
Company Overview
RepSpark is a rapidly growing Software-as-a-Service (SaaS) platform transforming wholesale e-commerce. Trusted by leading apparel, footwear, lifestyle, tactical, and sporting brands, we help teams streamline operations and deliver a faster, more confident wholesale buying experience for retailers and sales reps. Our platform powers everything from product discovery to ordering to inventory visibility—giving brands the tools they need to scale smarter.
Position Overview
We’re hiring a Support Engineer to help customers get fast, accurate answers—and to strengthen the reliability of our platform through great troubleshooting, documentation, and cross-team collaboration. You’ll manage inbound tickets end-to-end, solve Tier 1 issues (and some Tier 2), and play a key role in keeping response and resolution times tight.
This is an ideal role for someone who enjoys problem-solving, learning how complex systems work, and giving customers a sense of momentum and clarity. You’ll sit within the Customer Experience team but collaborate closely with Product, Engineering, and Account Management as you surface patterns, escalate bugs, and improve the support process.
ResponsibilitiesOwn the Ticket Lifecycle
Manage inbound support tickets from intake to resolution and close-out.
Respond quickly, set expectations, and keep customers updated.
Help ensure we consistently hit SLAs, CSAT targets, and resolution metrics.
Troubleshoot & Resolve Issues
Handle Tier 1 issues independently, with growing ownership of Tier 2 scenarios.
Reproduce issues, gather diagnostic info, run tests, and identify likely root causes.
Escalate clearly to engineering with detailed steps, logs, and context.
Collaborate Across Teams
Partner with Engineering, Product, Account Management, and ProServe to move tickets forward.
Surface patterns, recurring issues, or customer pain points to help teams address root causes.
Document & Improve
Document resolutions, troubleshooting steps, and repeatable patterns in our internal knowledge base.
Strengthen our customer-facing help articles so users can self-serve where appropriate.
Suggest and contribute to process improvements that tighten accuracy and speed.
You'll thrive here if you
Communicate clearly and calmly—even when issues are ambiguous.
Stay curious: you like to understand how systems work end-to-end.
Manage details well and keep multiple tickets moving without losing track.
Take initiative and don’t wait to be told what’s broken.
Enjoy partnering across teams to solve customer-impacting issues.
Requirements
Must-Haves
Experience in customer support, help desk, or technical troubleshooting.
Clear communicator who can simplify complex issues and set expectations.
Strong troubleshooting instincts and ability to work through ambiguity.
Comfortable learning new systems, tools, and technical domains.
Organized, reliable, and able to juggle multiple tickets.
Technical Skills
Able to write basic SQL queries.
Familiarity with APIs and structured data formats (JSON, CSV, Excel/flat files).
Experience using tools like DBeaver, Insomnia or Postman, and Metabase.
Knowledge of HubSpot Help Desk is a plus (not required).
Nice to Haves
Experience supporting SaaS or ecommerce platforms.
Exposure to wholesale, apparel/footwear, or ERP/operations workflows.
Background in QA, technical support engineering, or product support.
Strong preference for candidates able to work primarily within EMEA business hours.
How We Work Today
We’re a small, tight-knit team that values clarity, ownership, and moving quickly. We keep processes simple, document what matters, and communicate openly so nothing falls through the cracks. Support isn’t a silo—you’ll work directly with Engineering, Product, Account Managers, and Leadership to get customers what they need. Everyone is accessible, collaboration is the norm, and we help each other move work forward.
Benefits
Competitive salary and bonus opportunities
Health, dental, and vision insurance
Collaborative, high-energy work environment with a mission-driven team
Logistics
Location: Remote
RepSpark is a rapidly growing Software-as-a-Service (SaaS) platform transforming wholesale e-commerce. Trusted by leading apparel, footwear, lifestyle, tactical, and sporting brands, we help teams streamline operations and deliver a faster, more confident wholesale buying experience for retailers and sales reps. Our platform powers everything from product discovery to ordering to inventory visibility—giving brands the tools they need to scale smarter.
Position Overview
We’re hiring a Support Engineer to help customers get fast, accurate answers—and to strengthen the reliability of our platform through great troubleshooting, documentation, and cross-team collaboration. You’ll manage inbound tickets end-to-end, solve Tier 1 issues (and some Tier 2), and play a key role in keeping response and resolution times tight.
This is an ideal role for someone who enjoys problem-solving, learning how complex systems work, and giving customers a sense of momentum and clarity. You’ll sit within the Customer Experience team but collaborate closely with Product, Engineering, and Account Management as you surface patterns, escalate bugs, and improve the support process.
ResponsibilitiesOwn the Ticket Lifecycle
Manage inbound support tickets from intake to resolution and close-out.
Respond quickly, set expectations, and keep customers updated.
Help ensure we consistently hit SLAs, CSAT targets, and resolution metrics.
Troubleshoot & Resolve Issues
Handle Tier 1 issues independently, with growing ownership of Tier 2 scenarios.
Reproduce issues, gather diagnostic info, run tests, and identify likely root causes.
Escalate clearly to engineering with detailed steps, logs, and context.
Collaborate Across Teams
Partner with Engineering, Product, Account Management, and ProServe to move tickets forward.
Surface patterns, recurring issues, or customer pain points to help teams address root causes.
Document & Improve
Document resolutions, troubleshooting steps, and repeatable patterns in our internal knowledge base.
Strengthen our customer-facing help articles so users can self-serve where appropriate.
Suggest and contribute to process improvements that tighten accuracy and speed.
You'll thrive here if you
Communicate clearly and calmly—even when issues are ambiguous.
Stay curious: you like to understand how systems work end-to-end.
Manage details well and keep multiple tickets moving without losing track.
Take initiative and don’t wait to be told what’s broken.
Enjoy partnering across teams to solve customer-impacting issues.
Requirements
Must-Haves
Experience in customer support, help desk, or technical troubleshooting.
Clear communicator who can simplify complex issues and set expectations.
Strong troubleshooting instincts and ability to work through ambiguity.
Comfortable learning new systems, tools, and technical domains.
Organized, reliable, and able to juggle multiple tickets.
Technical Skills
Able to write basic SQL queries.
Familiarity with APIs and structured data formats (JSON, CSV, Excel/flat files).
Experience using tools like DBeaver, Insomnia or Postman, and Metabase.
Knowledge of HubSpot Help Desk is a plus (not required).
Nice to Haves
Experience supporting SaaS or ecommerce platforms.
Exposure to wholesale, apparel/footwear, or ERP/operations workflows.
Background in QA, technical support engineering, or product support.
Strong preference for candidates able to work primarily within EMEA business hours.
How We Work Today
We’re a small, tight-knit team that values clarity, ownership, and moving quickly. We keep processes simple, document what matters, and communicate openly so nothing falls through the cracks. Support isn’t a silo—you’ll work directly with Engineering, Product, Account Managers, and Leadership to get customers what they need. Everyone is accessible, collaboration is the norm, and we help each other move work forward.
Benefits
Competitive salary and bonus opportunities
Health, dental, and vision insurance
Collaborative, high-energy work environment with a mission-driven team
Logistics
Location: Remote