Application Support Engineer

Global-e (Nasdaq: GLBE) is the world’s leading platform to enable and accelerate global, direct-to-consumer cross-border e-commerce growth. We make selling internationally as simple as selling domestically for hundreds of retailers and brands worldwide.  

We are looking for a proactive and customer-focused Application Support Engineer to join our Technical Operations team in the US. This role is critical to ensuring the stability, reliability, and performance of Global-e’s systems while delivering exceptional service to both merchants and end customers.

You will serve as a key point of contact for technical and service-related inquiries, working closely with Engineering, Product, and cross-functional teams to resolve issues efficiently and professionally. This role offers the opportunity to work directly with tier-1 retailers and leading online brands that rely on Global-e as their cross-border eCommerce solution provider.

Responsibilities:

• Serve as a front-line support contact for merchants (B2B) and end customers (B2C), handling client-facing calls, tickets, and inquiries with professionalism and efficiency.
• Troubleshoot and resolve application, platform, and transaction-related issues, ranging from basic technical problems to complex production incidents.
• Act as a key escalation point for high-priority or complex issues, ensuring timely resolution and clear communication with internal teams and clients.
• Work closely with Engineering, Product, and other internal stakeholders to investigate incidents, identify root causes, and implement long-term solutions.
• Debug technical issues using logs, debugging tools, and database queries.
• Maintain and meet SLAs and KPIs, prioritizing workload effectively in a high-volume environment.
• Identify recurring issues and contribute to process improvements, best practices, and service enhancements.
• Maintain and expand knowledge base documentation to improve efficiency and support quality.
• Mentor and support junior team members, sharing technical and customer service best practices.