At Smile, we don’t just build loyalty programs; we create growth engines for ecommerce merchants. With over 100,000 merchants worldwide, we’re already the largest loyalty program provider on the planet. But we’re just getting started.

Our team is globally distributed but closely connected. Collaboration isn’t just a buzzword here; it’s our way of doing business. If you’re looking to be part of a culture where growth for customers, the company, and for you is the goal, you're in the right place. We know that Smile.io as a business is constantly evolving - the same is true of our people. We're here to support each other in our growth, so we talk openly about our career & personal goals.

Smile.io is a fully remote company looking to hire someone in Canada for this remote role. This is a full-time, remote position. Core hours are Monday to Friday, 9am–5pm Eastern Time (plus or minus 2 hours).

As a T2 Technical Support Specialist, you’ll be part of the team that powers the merchant experience at Smile. You’ll help ecommerce merchants solve technical issues, optimize integrations, and unlock the full value of their loyalty programs. You’re equally comfortable digging into API logs, debugging JavaScript integrations, and guiding merchants through configuration changes in Shopify or other ecommerce platforms.

This role sits at the intersection of technology, empathy, and ownership, combining deep technical expertise with a genuine drive to help customers and take full responsibility for resolving complex issues. You’ll provide world-class technical support while balancing speed, accuracy, and care. You’ll collaborate closely with Product, Engineering, and Customer Success to resolve issues efficiently and share insights that improve our product and processes over time.

If you love solving puzzles, helping others succeed, and taking pride in delivering high-quality technical solutions that make customers smile, this role is for you.

You’re the kind of person who thrives on solving hard problems and making someone’s day better in the process. You bring a calm, confident approach to technical troubleshooting and never lose sight of the human on the other end of the conversation.

You believe that great support is a craft - part art, part science, which directly impacts product reputation, reviews, and growth.

You’re not afraid to join a meeting to troubleshoot live if that’ll achieve a quicker resolution and better experience.

You’re resourceful, curious, and love learning new tools and systems. You communicate clearly, document meticulously, and believe that a thoughtful answer is more valuable than a fast one. You see every support ticket as an opportunity to teach, to learn, and to improve the experience for the next merchant who comes through.

You’re excited to join a team that runs lean, collaborates deeply, and believes in ownership and autonomy. You’re here to help us set the gold standard for technical support in ecommerce.

At Smile, we understand that finding a new role is challenging and that self-doubt or imposter syndrome can prevent you from applying to a role, don’t let it! You have a ton to offer and we want you to feel encouraged to apply, even if you don’t check all of the boxes. If you are passionate about eCommerce and helping merchants grow through loyalty and reward, connect with us.

At Smile, we rely on a range of backgrounds, experiences, and ideas. We value diversity, and we’re proud to be an inclusive, equal opportunity workplace. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Smile welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

AI Disclaimer: At Smile, we’re strong advocates for using AI to help speed up iteration, increase productivity, and save our human brainpower for the really challenging problems. While we’re happy for AI to help you generate or tailor your resume, we’d ask that you please refrain from using AI to answer any of the questions on this application form, or to answer questions during the interview process itself.