Technical Support Specialist - Merchant Onboarding

Bolt is on a mission to democratize commerce. We relentlessly prioritize our retailers—putting their brands front and center while enabling frictionless shopping at any touchpoint in the customer journey. At the center of it all is our rapidly growing universal shopper network—Bolt merchants such as Revolve, Luisa via Roma, Benefit Cosmetics, Kendra Scott, Lucky Brand Jeans, and Johnny Was can access tens of millions of shoppers, offering them a best-in-class checkout.

And revolutionizing ecommerce is only half of the equation—we’re also transforming the way we work. At Bolt, we have created a work environment where people learn to drive impact, take risks and make big bets, and grow from feedback, all while feeling welcomed and accepted for who they are. Come join us on the adventure today!

Your role at Bolt:

Bolt is looking for a Merchant Onboarding Technical Support (L2) specialist to guide merchants through the most complex stages of onboarding. You’ll partner closely with Implementation Managers, Product, and Support Engineering to diagnose issues, provide code-level insight, and ensure merchants go live successfully.

This is a hybrid implementation-support role - you’ll troubleshoot integration problems, read and understand code, anticipate downstream issues, and communicate directly with merchants. You’ll act as a bridge between implementation and engineering, helping merchants achieve fast, stable, and scalable launches.

What You’ll Be Doing:

• Serve as the technical escalation point for merchant onboarding and configuration issues

• Troubleshoot API, SDK, and integration challenges across webhooks, plug-ins, and checkout flows

• Read, analyze, and explain Bolt and merchant-side code (JavaScript/TypeScript, HTML/CSS; backend a plus)

• Collaborate cross-functionally with Implementation, Engineering, and Customer Operations teams

• Identify potential risks and dependencies (“When we fix this, what else will they need?”)

• Develop reusable solutions and documentation for recurring issues

• Support merchants in test and production environments through to launch

• Participate in merchant calls and debugging sessions when needed

• Create internal tools, code snippets, and templates to improve visibility and speed

• Participate in the technical support on call rotation

What Would Set You Up for Success:

• 3–5 years in a technical support, onboarding, or implementation role within SaaS, payments, or e-commerce

• Demonstrated ability to read and debug code (JavaScript/TypeScript required; Python/Go/Java a plus)

• Deep understanding of REST APIs, authentication, and system integrations

• Strong communication skills with both engineers and non-technical stakeholders

• Analytical and proactive - able to see beyond the surface issue to root cause and prevention

• Strong ownership - you manage merchants and internal follow‑ups independently

Bonus Points:

• Experience with Shopify, BigCommerce, Magento, or Salesforce Commerce Cloud

• Familiarity with Postman, Datadog, GitHub, and browser developer tools

• Prior exposure to payments, risk, or checkout systems

• Ability to write and maintain light automation or scripts

• Experience mentoring or guiding peers on technical troubleshooting

Please note that this is a contract-to-hire opportunity, with the option to convert to full-time after 3–6 months. The estimated compensation for the contract period is a flat monthly fee of $6,667 USD (all-in, no benefits). Upon full-time conversion, the role will include RSUs and standard employee benefits.

Benefits Upon Successful Conversion to Full Time Employee:

• Comprehensive health coverage: Medical, dental and vision

• Remote-first workplace

• Time away: Minimum of 20 days guaranteed PTO, paid holidays + floating holidays, your birthday off!

• Paid parental leave

• Competitive Pay

• Retirement plans

• Virtual and in-person team & company events

In addition to our core values, Bolt is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity and expression, genetic information, pregnancy and related conditions, veteran status or any other reason prohibited by law. On our mission to democratize commerce, the Bolt platform levels the playing field for everyone. As a company, we are committed to designing products, building a culture, and supporting a team that reflects the diverse population we serve (that is, everyone).