Technical Support Engineer
Company: Cypress HCM
Location: San Francisco
Posted on: February 18, 2026
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Job Description:
Job Description Job Description Technical Support Engineer
Description: We are seeking a talented and customer-focused
Technical Support Engineer to join our team. In this role, you will
be the frontline in supporting customers, troubleshooting issues,
assisting with integrations (particularly with Shopify), and
sharing actionable insights across Product, Engineering, and Sales
teams. You’ll also play a key role in creating and maintaining
technical documentation and knowledge bases, ensuring both internal
and external partners have up-to-date, accurate support. The ideal
candidate demonstrates strong problem-solving and technical
proficiency, shows curiosity to learn, and excels in
customer-facing interactions and cross-functional collaboration.
Experience in ad tech and/or ecommerce is highly advantageous
Duties: Serve as the primary point of contact for customers and
partners seeking support with API integrations, especially related
to ecommerce platforms like Shopify and/or Ad Tech partners like
Mobile Measurement Partners Troubleshoot and resolve a range of
technical issues, including server-side API errors, client-side
browser scripts, data discrepancies, and connectivity problems, to
ensure high customer satisfaction. Provide continuous proactive and
reactive support through a scaled ticketing system, while ensuring
a high level of satisfaction and ensuring low total resolution time
Work cross-functionally with Product, Engineering, and Sales teams
to share customer feedback, product insights, and identify
opportunities for product improvement. Analyze support trends and
communicate recurring issues or feature requests to internal teams.
Author and update knowledge base articles, user guides, and
technical documentation for both internal and external
stakeholders. Lead and participate in training sessions for new
product releases or feature updates. Collaborate with engineering
on troubleshooting complex issues, reproducing bugs, and testing
solutions. Become a product expert on ad solutions and ecommerce
integrations, while staying up-to-date on best practices and new
product capabilities. Requirements: Bachelor’s degree in Computer
Science, Information Technology, or related technical field, or
equivalent practical experience. Strong communication skills with
the ability to translate complex technical concepts into clear,
user-friendly language. 3 years experience in a technical support,
solutions engineering, or similar customer-facing technical role.
Hands-on experience supporting RESTful APIs; capable of debugging
and analyzing API payloads, logs, and HTTP request/response cycles
Hands-on experience working with SQL and databases Proficient in a
modern programming language like JavaScript, Python etc. Experience
with ecommerce integrations (especially Shopify) and ecommerce
flows/pain points, or with ad tech measurement (tags/pixels,
server-side Conversions APIs, MMPs); having both is ideal.
Familiarity with ad tech concepts, digital advertising platforms,
or commerce ecosystems highly desirable. Proven track record
contributing to technical documentation and knowledge base
resources. Self-starter mentality with a passion for helping
others, problem-solving, and continuous learning. Comfortable
working with a distributed team and collaborating across multiple
time zones. Compensation: $39.21 – 44.13/hr W—2 Req ID:
36558625
Keywords: Cypress HCM, South San Francisco , Technical Support Engineer, IT / Software / Systems , San Francisco, California
