Ecommerce Technical Support Specialist

WHO WE ARE:

Confidencial (Apenas para Cadastrados), the world's largest retail media optimization platform, is a trusted partner for multichannel e-commerce success. Through unmatched expertise and patented AI technology, we fuel growth for 5,300+ brands and sellers worldwide and manage an annual ad spend exceeding $2 billion. The award-winning platform covers major marketplaces and ad channels for optimal reach. The result is unprecedented granularity, smarter budgeting, and bespoke solutions for retailers.

Confidencial (Apenas para Cadastrados) is proud to be an equal opportunity employer with employees stemming from a wide range of backgrounds and experiences. As a business, we value the enrichment that diversity brings to our organization and are committed to a culture that creates a sense of inclusion and belonging. We welcome new perspectives and affirm that all employment decisions are made without regard to race, color, ancestry, religion, national origin, age, familial or marital status, sex, sexual orientation, pregnancy, gender identity or expression, disability, genetic information, veteran status, or any other classification protected by federal, state, or local law.

OVERVIEW:

We’re looking for an Ecommerce Technical Support Specialist to join our growing Customer Strategy department. As an Ecommerce Technical Support Specialist, you will have the opportunity to directly engage with internal members of the Customer Strategy department and externally with customers to ensure their ecommerce businesses are optimized for success alongside the Confidencial (Apenas para Cadastrados) partnership.

REQUIREMENTS:

• 2+ years' experience in an ecommerce technical specialist environment or technical support role
• Proficiency working with Shopify, BigCommerce, WooCommerce, GA4 and Google Tag Manager related to tracking conversion actions with dynamic values
• Proficiency in troubleshooting Ecommerce advertising platforms such as Google Ads, Microsoft Ads, Meta Business Manager, and Google Merchant Center
• Proficiency creating and installing code that supports varied event tracking for platforms above including, but not limited to, purchases, form submissions, and calls from ads
• Proficient with Microsoft Excel (basic formulas, pivot tables, VLOOKUP's)
• Strong attention to detail
• Ability to successfully prioritize and manage multiple projects at once of varying technical degrees
• Basic HTML, JavaScript, coding experience
• General Salesforce or Jira experience is a plus!
• *English proficiency required* — must be able to speak and write in the language fluently

….. If you reached this point, we hope you're feeling excited about the job description. We're eager to meet people that believe in Confidencial (Apenas para Cadastrados)'s mission and can contribute to our team in a variety of ways. Feel welcome to apply!

WHO YOU ARE:

The ideal candidate is looking to continue their career in Customer Strategy Technical Support within the Digital Marketing industry.

• You are:
• Detail-oriented with a results-focused mindset
• A strong communicator, both written and verbal
• Analytical by nature - much of what we do revolves around data

WHAT YOU’LL DO:

As an Ecommerce Technical Support Specialist on our Implementation team, you will:

• Troubleshoot customer technical issues related to conversion tracking within Google Ads, Microsoft Ads, Meta; GA4 account configurations; Google Merchant Center feed issues and communicate findings and resolutions to the internal Customer Strategy team, as well as communicate directly with customers
• Support current customers with ongoing changes and optimizations related to website platform integrations and data feed attributes
• Tackle implementation challenges and offer/develop creative methods (both technically and non-technically) of overcoming customer frustrations and hurdles
• Participate in client calls as needed alongside other team members to problem solve in real time with the client around changes to their technical set up to solve problems related to feeds, tracking, and other issues that would cause challenges with successful advertising
• Maintain communication both internally and externally to convey changes and progress on adjustments to individuals with non-technical backgrounds
• Create documentation and facilitate training for the broader implementation team and CS department around best practices related to common technical challenges: product disapprovals and suspensions, conversion tracking, feed optimizations, and more.
• Contribute and participate in wider implementation team projects based on new internal developments

BENEFITS:

• Fully remote work
• The opportunity to join an international team
• Paid Time Off
• Company Laptop