IT Support Analyst

Job Title: Technical Support Analyst

Reports to: Director of Technology and Data

Location : Remote (US)

Salary: $60,000-$84,000 per year, depending on experience

ABOUT THE COMPANY

Decamarx brings together ten consumer brands under Tenth Avenue Holdings, spanning apparel (Kerrits), home goods (PackIt), pet products (Barker Beds, Horseman’s Pride, and Jolly Pets), jewelry (Brook & York and Mill Rock East), and skincare (Under Your Skin). Our brands sell to customers directly through Shopify, as well as through marketplaces, retail, and dropship partners.

We’re bringing these brands together into one company: shared systems, shared teams, and now a shared helpdesk. The ways we work together are still taking shape, and you’ll have a hand in building them. Our teams are small and mostly remote, with brand offices near Cleveland, Los Angeles, Portland, and New York City.

Overview

We are seeking a technically minded, detail-oriented Technical Support Analyst to manage and develop a technical helpdesk operation supporting the Decamarx portfolio of brands. This role combines hands-on technical support, e-commerce operations, request triage, and process improvement.

This Technical Support Analyst will own incoming support requests, resolve routine issues, gather information for technical escalations, and coordinate with developers, IT stakeholders, and external vendors. The role will also develop support documentation, improve workflows, and identify opportunities to automate repetitive tasks.

This individual contributor role works closely with our software development team as well as internal and external IT support teams. This role has room to grow as Decamarx's support operation expands. You’ll be the first person in this role, with room to shape how support works across the Decamarx brands. You’ll be trusted to work independently, making decisions on what you can resolve yourself, what needs more information, and what’s ready for a developer.

What You’ll Do

• Own the daily helpdesk queue: triage incoming requests, route them to the right place, gather missing information from requesters, and track tickets through resolution.
• Handle routine e-commerce requests directly – including Shopify access, product configuration updates, new SKU setups, site configuration changes, report changes and data pulls, and basic IT support.
• Investigate, troubleshoot, and escalate issues using documented procedures – reproduce errors, capture screenshots and logs, check known failure points, and provide developers with clear, actionable handoffs.
• Manage support communications with app vendors, marketplaces, and brand MSPs, partnering with IT stakeholders and developers when escalation is needed.
• Own documentation and champion process improvement: maintain support playbooks and a knowledge base, document solutions, and find ways to streamline workflows and automate repetitive tasks.
• Work alongside technical teammates, brand stakeholders, and operations staff to resolve issues, maintain visibility into priorities, and support the growth and adoption of the helpdesk across Decamarx brands.

Who You Are

• 3+ years of hands-on experience in helpdesk, technical support, IT support, or a similar role.
• Technical aptitude, including comfort with browser developer tools, console errors, logs, and administrative systems.
• Experience with Jira Service Management or a comparable workflow platform, such as Asana, Monday.com, or Zendesk.
• Background in retail, e-commerce, or a related business environment.
• Exceptional written communication, organizational, and problem-solving skills.
• Sound judgment in troubleshooting, prioritizing requests, and determining when to escalate.
• Ability to follow established procedures, document solutions, and improve processes collaboratively.
• Comfortable working independently: managing your own queue, following through without reminders, and knowing when to ask for help.

Highly Preferred:

• Experience establishing or improving a helpdesk or support operation.
• Shopify administration experience, ideally across multiple stores.
• Familiarity with commerce marketplaces, EDI integrations, or e-commerce catalog operations, including DSCO/Rithum, ChannelAdvisor, or CommerceHub.
• Experience with automation tools (Shopify Flow, Zapier, or similar) or using AI tools to assist with support work.
• Interest in developing leadership skills and growing into a lead role.

Work Location

Remote work is possible, with a preference for candidates within approximately one hour of Streetsboro, Ohio (near Cleveland); Agoura Hills, California (near Los Angeles); or Hood River, Oregon (near Portland). New York City candidates may also be considered. Frequent onsite attendance is not expected, but a nice to have