Job Description
About Extend:
Extend is revolutionizing the post-purchase experience for retailers and their customers by providing merchants with AI-driven solutions that enhance customer satisfaction and drive revenue growth. Our comprehensive platform offers automated customer service handling, seamless returns/exchange management, end-to-end automated fulfillment, and product protection and shipping protection alongside Extend’s best-in-class fraud detection. By integrating leading-edge technology with exceptional customer service, Extend empowers businesses to build trust and loyalty among consumers while reducing costs and increasing profits.
Today, Extend works with more than 1,000 leading merchant partners across industries, including fashion/apparel, cosmetics, furniture, jewelry, consumer electronics, auto parts, sports and fitness, and much more. Extend is backed by some of the most prominent technology investors in the industry, and our headquarters is in downtown San Francisco.
What you’ll do:
- Lead post-sales technical implementation conversations with merchants, conducting deep technical discovery to understand their systems, integration architecture, and constraints — and translating findings into a clear path forward.
- Own the technical onboarding experience, serving as the primary technical point of contact from kickoff to go-live, partnering with internal Engineering and Product teams to identify and address any product gaps and ensure integrations are set up for long-term success.
- Establish and maintain technical documentation for merchant onboardings — system architecture diagrams, API inventories, and integration specs — that cross-functional partners rely on throughout the merchant lifecycle.
- Build and maintain a library of reusable integration assets — templates, configuration guides, and onboarding playbooks — that improve consistency and reduce time-to-live across the merchant portfolio on the Solutions team.
- Lead investigation and resolution of complex post-onboarding technical issues, collaborating with Engineering and Support to drive root cause analysis and communicate findings clearly to internal and external stakeholders.
- Own pre-launch QA — including sandbox testing and end-to-end validation of integration flows — ensuring integrations meet a high technical bar before go-live.
- Identify and champion AI and automation opportunities that improve operational efficiency, partnering with internal teams to move initiatives from idea to execution.
What we are looking for:
- 4-7 years of experience in a customer-facing technical role such as a Solutions Architect, Implementation Specialist, Technical Consultant, or similar client-facing position.
- Demonstrated track record of independently leading clients or stakeholders through complex technical implementations or integrations, from scoping through go-live.
- Exceptional ability to translate complex technical concepts, architecture, and solutions for both technical and non-technical audiences — including executive stakeholders.
- Deep, hands-on experience working with Mid-Market and Enterprise merchants, with the ability to manage competing priorities across multiple accounts simultaneously.
- Strong working knowledge of web technologies and integrations, including hands-on experience designing and troubleshooting RESTful API integrations, and a solid understanding of how Javascript, HTML, and CSS interact within a production environment.
- Hands-on experience with common integration patterns (APIs, file-based, event-driven, webhooks, etc.) and the ability to recommend the right approach for a given use case.
- A proactive, ownership-driven mindset — you identify problems before they escalate, drive solutions end-to-end, and advocate for both the client and the business when tradeoffs arise.
Nice to Haves:
- Proficiency with Postman or similar API testing and debugging tools, ideally in a client-facing or cross-functional troubleshooting context.
- Experience configuring or supporting back-office OMS/ ERP systems (like Netsuite) in a client context.
- Experience with eCommerce platforms (e.g., Shopify, BigCommerce, etc.) and a practical understanding of how they integrate with broader business systems such as ERPs, OMS platforms, and third-party services.
Salary Range:
- Expected Pay: $110,000 - $160,000* Base Salary and Commission annually for On Target Earnings (OTE)
*This role may be filled at multiple levels. Final title and compensation will be determined based on the candidate’s experience, skills, and business needs.
Life at Extend:
- Working with a great team from diverse backgrounds in a collaborative and supportive environment.
- Competitive salary based on experience, with full medical and dental & vision benefits.
- Stock in an early-stage startup growing quickly.
- Generous, flexible paid time off policy.
- 401(k) with Financial Guidance from Morgan Stanley.
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