Technical Solutions Specialist

Technical Solutions Specialist

The Technical Solutions Specialist serves as a technical advisor and account partner for brands integrating and optimizing order tracking solutions across their ecommerce platforms. This role is responsible for helping clients successfully implement tracking capabilities, monitoring ongoing performance reporting, identifying tracking issues, and working directly with brands and internal teams to resolve them.

The TSS will work closely with Sales, Customer Success, Product, Engineering, and Implementation teams to ensure clients receive strong technical support, high-quality tracking performance, and ongoing value from our order tracking solutions. This person will also play an important role in identifying opportunities for future product features and helping shape solutions that improve the client and consumer experience. Reporting to the SVP of Sales.

Ecommerce Platform Integration

• Serve as the primary technical point of contact for clients implementing order tracking solutions.
• Work with brands to understand their ecommerce platform, 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.
• Partner with Implementation and Engineering teams to configure, test, validate, and launch order tracking integrations.
• Translate client business requirements into clear technical workflows, documentation, and implementation plans.
• Help troubleshoot integration issues related to order data, shipment updates, tracking events, data feeds, APIs, or platform configuration.

Performance Monitoring and Issue Resolution

• Monitor ongoing order tracking performance reporting to identify data gaps, failures, inconsistencies, or other tracking issues.
• Analyze reporting trends to proactively detect potential client or platform-specific problems.
• Work directly with brands to investigate and resolve tracking performance issues.
• Coordinate with Product, Engineering, Support, and Implementation teams to diagnose root causes and ensure timely resolution.
• Communicate issue status, impact, next steps, and timelines clearly to both internal stakeholders and client contacts.
• Document recurring issues, technical findings, and resolution paths to improve future implementation and support processes.

Client Relationship and Account Support

• Build trusted relationships with client stakeholders across ecommerce, operations, digital, customer experience, and technical teams.
• Provide technical guidance and best practices to help clients maximize the value of order tracking capabilities.
• Support ongoing technical check-ins, performance reviews, and account planning discussions as needed.
• Partner with Customer Success and Sales to support renewals, expansions, and strategic account growth.
• Help clients understand tracking performance, integration health, and opportunities for improvement.
• Serve as the voice of the client internally related to integrations, sharing feedback, pain points, and product needs with relevant teams.

Product Ideation and Solutioning

• Identify opportunities to improve order tracking functionality, reporting, integrations, and client workflows.
• Partner with Product and Engineering to ideate and solution for future product features related to order tracking.
• Translate client feedback and recurring technical challenges into clear product requirements or enhancement recommendations.
• Contribute to product discovery by sharing insights from client implementations, performance reporting, and issue patterns.
• Support testing, validation, and rollout of new order tracking features or enhancements.

Cross-Functional Collaboration

• Work closely with Sales, Customer Success, Product, Engineering, and Implementation teams to support client success.
• Provide technical expertise during as needed pre-sales, onboarding, implementation, renewal, and expansion conversations.
• Maintain clear documentation of client configurations, technical requirements, known issues, reporting insights, and action plans.
• Help improve internal processes, playbooks, reporting workflows, implementation materials, and client-facing documentation.
• Ensure smooth handoffs between internal teams throughout the client lifecycle.

Qualifications:

• 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 working 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 the ability to understand 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, especially across multiple systems or stakeholders.
• Excellent communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences.
• Proven ability to manage multiple client accounts, priorities, escalations, and projects at the same time.
• Experience collaborating cross-functionally with Sales, Customer Success, Product, Engineering, and Implementation teams.
• Highly organized, detail-oriented, and comfortable documenting technical workflows, issues, and resolutions.

Preferred Qualifications:

• Background in SaaS, retail technology, logistics technology, ecommerce enablement, or post-purchase experience platforms.
• Experience contributing to product feedback, feature discovery, or technical solution design.
• Ability to use data and client feedback to recommend product or process improvements.

The Benefits of Being on the ExpertVoice Team:

• Compensation: Enjoy competitive pay, plus the opportunity to earn bonuses through our Company performance plan and annual merit increases.
• Comprehensive Benefits Package: We offer medical, dental, and vision insurance for employees, with coverage extended to eligible dependents. Additionally, our benefits include flexible spending accounts (FSA), health savings accounts (HSA), life insurance, and both short- and long-term disability.
• Generous Parental Leave: Welcome your new addition with up to 15 weeks of paid parental leave for full-time employees.
• 401(k) with Employer Match: Invest in your future with our 401(k) plan and generous immediately vested employer match.
• Work-life Flexibility: Freedom to work from anywhere in the Continental USA! This position offers the flexibility of being fully remote, with the expectation that team members can follow our standard work hours schedule from 10:00am-3:00pm MT Monday-Friday (unless otherwise communicated). The remaining work hours must be aligned with and approved by the manager, allowing for flexibility while supporting team collaboration and business needs.
• Exclusive Employee Incentives: Clients often extend exclusive incentive purchase programs to EV employees.

The approximate compensation range for this role is a base of $95k–$110k + 5–10% bonus (annually). Final compensation for this role will be determined by various factors such as a candidate's relevant work experience, skills, certifications and geographic location.

ExpertVoice is proud to be an equal-opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity, or Veteran status.