Technical Support Web Engineer (Fully Remote in India)

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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 Technical Support Web Engineer for our Technical Solutions & Support team. You will be a key player in ensuring our retailers get fast, clear, and thoughtful tech support when they need it. We are looking for a seasoned client-focused professional who is passionate about our SaaS solution and dedicated to delivering a world-class service experience. True Fit is 100% remote so you can work from almost anywhere in India!

Key Responsibilities

• Main point of contact for SaaS technical integration and support.
• Work closely with Project Managers to guide retailers through implementing and testing True Fit software for their ecommerce platform.
• Use your knowledge in JavaScript, HTML, CSS, REST API, and SDKs to guide and finalize the front-end implementation.
• Respond to support requests via email, support ticketing, or live chat per strict SLA guidelines.
• Collaborate closely with internal and external teams to triage, troubleshoot, and diagnose issues to ensure a swift and satisfactory resolution.
• Monitor and manage client health alerts via dashboards.
• Routinely update stakeholders, drive root cause analyses, and escalate critical issues as needed.
• Create and maintain internal documentation and customer-facing help center articles.
• Maintain working knowledge of products including new releases and new products.
• Act as the voice of the customer in product feedback discussions and share insights that shape our solution.
• Contribute to the improvement of support 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 as a Support Engineer, Software Engineer, Web Developer, or Technical Consultant.
• Strong knowledge of application technologies including JavaScript, HTML, CSS, REST API, SDKs, Python, React, Svelte or libraries like jQuery.
• Working knowledge of SQL and/or reporting solutions.
• Experience with git, deployment, monitoring, alerting, triaging.
• Experience with Engineering best practices.
• Experience with GenAI (LLMs / VLMs) is a plus.
• Excellent written and verbal communication with extensive customer-facing experience and a knack for clear, concise, professional, friendly, and timely updates.
• Exceptional attention to detail with strong organization and prioritization skills.
• Feeling of ownership and pride over the quality of each solution.
• Ability to work efficiently and productively in a fast-paced and rapidly changing environment.
• Strong analytical skills for quick troubleshooting, diagnosing, and decision-making.
• Ability to translate complex technical issues into crisp and complete explanations for all skill levels.
• Consultative mindset to inform retailers about key decisions and tradeoffs.
• Exceptional problem-solver with a patient customer-focused approach.
• Experience with support platforms and project tracking tools 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!

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