Customer Support Engineer

Who We Are

True Fit is the retail industry's leading consumer experience platform. The company is led by an experienced team of executives and leaders from fashion, retail, ecommerce, and big data, plus it is backed by top investors. Our solution is leveraged by apparel and footwear retailers to decode fit & size and connect shoppers with the styles they will love. We have organized and connected the broadest footwear, apparel, and consumer data in the world to provide best-in-class recommendations for the world’s biggest brands and products. The tool unites social, general, and personalized fit guidance into one cohesive experience to drive shopper confidence and loyalty.

The Role

We are hiring a Customer Support Engineer for our Technical Solutions & Support team. You will be a key player in guiding SaaS integrations and providing tech support. We are looking for a seasoned client-focused professional who is passionate about our product and dedicated to delivering a world-class service experience. True Fit is 100% remote so you can work 9am-5PM Pacific Time from almost anywhere!

Key Responsibilities

• Main point of contact for SaaS integration and support.
• Guide apparel and footwear retailers through implementing and maintaining True Fit software for their ecommerce platform.
• Manage multiple concurrent projects following True Fit’s methodology to ensure each solution is delivered on schedule.
• Respond to support requests via ticketing, emails, and meetings per strict SLA guidelines.
• Monitor and manage client health alerts via dashboards.
• Drive deliverables, exercise scope control, mitigate risk, and set expectations effectively.
• Adhere to timelines and allocate resources & workloads to prioritize the most important issues/opportunities.
• Collaborate closely with internal and external teams to triage and diagnose issues so that you can ensure a swift & satisfactory resolution.
• Routinely update stakeholders and escalate critical concerns as needed.
• Provide consultative expertise to guide clients through complex decisions and trade-offs.
• Ensure accuracy and completeness of all deliverables.
• Create and manage internal documentation and customer-facing help center articles.
• Maintain working knowledge of the product including new releases and features.
• Act as the voice of the customer in product discussions and share insights that shape our solution.
• Contribute to the improvement of processes and tooling.
• Be part of a tight-knit team that values clarity, ownership, and customer empathy.

Desired Skills & Experience

• Available to start full-time ASAP.
• 3+ years of relevant experience with onboarding/support in software solutions as a Technical Support Engineer, Technical Project Manager, Solutions Engineer, or Implementation Consultant.
• Familiarity with project tracking tools and support platforms.
• Excellent written and verbal communication with extensive customer-facing experience and a knack for clear, concise, patient, professional, friendly, and timely updates.
• Exceptional attention to detail with strong organization and prioritization skills.
• Ability to work efficiently and productively in a fast-paced and rapidly changing environment.
• Strong analytical skills for quick troubleshooting, problem-solving, and decision-making.
• Ability to translate complex technical issues into crisp and complete explanations for all levels.
• Consultative mindset to inform retailers about key decisions and trade-offs.
• Technical aptitude and knack for learning and understanding new concepts quickly.
• Feeling of ownership and pride over the quality of each solution.
• Basic knowledge in JavaScript, HTML, CSS, REST API, SDK, SQL, FTP, and/or ETL principles a plus.

Why True Fit?

One size does not fit all in what you wear or your True Fit career. Everyone here has the opportunity to push their professional boundaries while balancing personal ambitions.

We believe that how we dress is an expression of who we are and the confidence we feel. We work to help all team members experience an inclusive, diverse and accepting work environment, so you can be True To You.

True Fit is committed to designing benefits packages that are competitive, practical and encourage a healthy work-life balance. Our total benefits support employees’ current true selves, inspire future goals and support their journey upward. At True Fit you’ll enjoy all the usual health and wellness benefits you’d expect, including access to an Employee Assistance Program, a Day Off For Your Birthday and a paid four-week Sabbatical leave every five years of service (plus a monetary bonus to help fund your adventure)!

Do you not meet every requirement? At True Fit, diversity amongst our leadership and individual contributor roles is regarded as a Key Performance Indicator and ingredient to our success. Our Diversity, Equity, Inclusion and Belonging (DEIB) principles are at the heart of daily decision-making processes for recruiting and promotions. If you’re excited about the role but your past experience doesn’t align “perfectly” with the job description details, we encourage you to apply anyway. You may be the right candidate for this or other roles - another way that you can be your TRUE you!