---
title: 'Technical Support Analyst at Redo'
canonical: 'https://feeny.ai/job/technical-support-analyst-redo-redo-headquarters-5v1615tkyr7s'
type: 'job'
last_seen: '2026-09-15'
---

# Technical Support Analyst at Redo

- **Company:** Redo
- **Location:** Redo Headquarters
- **Employment:** full-time
- **Work type:** onsite
- **Posted:** 2025-08-13
- **Last confirmed live:** 2026-09-15
- **Apply:** https://jobs.gem.com/redo/am9icG9zdDoLWoN1rZB6KKOblp3nTDTt

## Job description

Redo is building the most comprehensive platform for ecommerce growth. We help merchants personalize every step of the buyer journey to maximize profit and lifetime value. From returns to warranties, order tracking, post-purchase comms, and beyond, our AI-native suite replaces fragmented point solutions with a unified platform that boosts customer experience, retention, and revenue.

Position Title: Technical Support Analyst

Position overview: We are deeply committed to delivering exceptional experiences to our customers and our Technical Support Analyst position plays a crucial role in making that happen. This technical-facing role is responsible for diagnosing and resolving product issues, supporting integrations, and helping customers get the most out of Redo’s platform. Analysts are expected to possess deep technical knowledge of Redo's products and serve as a bridge between customers and our product, engineering, and customer success teams.

Technical Troubleshooting & Issue Resolution:

- Investigate and resolve complex technical issues reported by customers across email, chat, and occasional live interactions.
- Analyze logs, workflows, and system configurations to identify root causes and recommend solutions.
- Partner with Product and Engineering to escalate, track, and resolve product bugs or outages.

Customer Communication & Enablement:

- Communicate clearly and empathetically with customers to understand their technical needs and guide them toward a resolution.
- Translate complex technical information into clear, customer-friendly language.
- Proactively share tips and best practices to help customers maximize platform value.

Product & Platform Knowledge:

- Maintain a strong understanding of Redo’s integrations, APIs, and technical workflows.
- Stay current with product updates and new feature releases.
- Assist in testing new features to ensure a smooth customer experience post-deployment.

Internal Collaboration:

- Provide feedback to the product and engineering teams to help improve platform usability and reliability.
- Create and maintain internal documentation and knowledge base articles for recurring technical issues.

Qualifications:

- 1–3 years in a technical support, product analyst, or systems troubleshooting role.
- Excellent analytical and problem-solving skills with a bias toward action.
- Strong written and verbal communication skills; able to explain complex concepts simply.
- Familiarity with SaaS platforms, APIs, and web-based technologies.
- Experience with eCommerce platforms or post-purchase software is a strong plus.
- Proficient in ticketing systems and support tools (e.g., Zendesk, Intercom, Jira).

Redo benefits and perks:

- Opportunity to work with a dynamic and innovative team in the fast-growing e-commerce industry
- Career growth and advancement
- On-site gym with showers, pickleball, and basketball
- Flexible PTO & company holidays
- Redo perks, monthly allowance to make purchases from ecommerce stores to support both existing and potential customers
- Company HSA contributions
- Weekly lunches & fully stocked break room
- $100 monthly babysitting perk reimbursement
- Office is minutes from biking and running trails

## About Redo

## Company Overview
- **One-liner**: Redo is an AI-powered commerce platform that turns post-purchase friction—returns, exchanges, order tracking, and support—into revenue for ecommerce brands, offered free to merchants.
- **Entity Type**: Private (Series B, Unicorn)
- **Headquarters**: Draper, Utah, United States
- **Founded**: 2020
- **Founders**: Tay Brown (original founder), Sterling Snow (Co-Founder & CEO, joined September 2023)

## Core Business
- **Primary industry**: Ecommerce software / Post-purchase automation
- **Target customers**: B2B; ecommerce merchants and brands (4,500+ brands on platform)
- **Mission or purpose statement**: To consolidate the post-purchase tech stack, save merchants money and time, and provide a premium experience that increases customer lifetime value.

## Products & Services
- **Returns & Claims**: AI-driven self-service returns and exchanges that reduce return rates by 38% and increase exchange rates by 43%.
- **Order Tracking** (via Malomo acquisition): Branded, proactive order tracking pages that drive upsells and customer engagement.
- **AI Sales & Support**: Personalized AI chatbots and SMS/email flows that resolve 80% of support tickets automatically.
- **Email & SMS Marketing**: Cart recovery and post-purchase campaigns; AI SMS abandonment messages perform 3x better than regular messages.
- **Checkout Optimization**: A/B testing, one-click upsells, and conversion rate tools.
- **Package Protection**: Optional return coverage at checkout ($1–$2 per order) that generates revenue for merchants.
- **Managed Fulfillment**: Warehouse dashboard with real-time inventory, SLA tracking, and reverse logistics.
- **Warranties**: Extended warranty offerings for shoppers.
- **International Returns** (via ReturnBear acquisition): In-region return hubs across 100+ countries.
- **Agentic Commerce**: AI-driven personas for personalized post-purchase engagement.

## Market Standing
- **Valuation/Market Cap**: $1.25 billion (June 2026, unicorn status)
- **Key Metric**: Total Funding of $107M+ (across 3 rounds); annual revenue estimated at $13.7M (source: Wellfound/LinkedIn data)
- **Notable Investors/Partners**: Smash Capital (lead Series B), Pelion Venture Partners (lead Series A & Seed), Cervin Ventures; 26 total investors including 12 institutions.
- **Growth Signals**: 276 employees (+158.5% YoY); acquired Malomo (2025) and ReturnBear (2026); 4,500+ brands on platform; 1,750+ merchants using multiple products; launched EU Digital Withdrawal compliance portal.

## Competitive Advantages
- **Free platform**: No SaaS fees for merchants; revenue comes from optional shopper-paid return coverage, aligning incentives with merchant success.
- **All-in-one post-purchase suite**: Consolidates returns, tracking, support, marketing, fulfillment, and warranties into a single platform, reducing tech stack complexity.
- **AI-first approach**: Agentic AI, automated support, and personalized marketing deliver measurable improvements (e.g., 38% lower return rate, 80% support resolution).
- **Aggressive acquisition strategy**: Malomo (order tracking) and ReturnBear (international returns) extend moat and lock in merchants.
- **Unicorn status & rapid scaling**: $1.25B valuation and 158% headcount growth signal strong market traction and investor confidence.

## Strategic Focus
- Continued expansion of the “commerce OS” by adding more integrated products (agentic commerce, cross-border logistics).
- Compliance innovation (e.g., EU withdrawal button) to serve international merchants.
- Deepening AI capabilities to automate more of the post-purchase journey.
- Scaling the free-to-merchant model to capture a larger share of ecommerce transaction volume.

## Why Work Here
- **Culture**: Described as “not for everyone” – the careers page seeks people who push limits, set ambitious goals, and thrive on outsized rewards for outsized contribution ([redo.com/careers](https://redo.com/careers)).
- **Growth opportunity**: Join a unicorn startup that grew headcount 158% YoY; roles span sales, engineering, product, design, and operations across 7 countries.
- **Work environment**: Offices in Draper, UT and Henderson, NV; hybrid/remote policy not explicitly stated, but distributed workforce across US, Australia, Canada, Finland, Argentina, and more suggests flexible arrangements.
- **Engineering & tech stack**: Modern stack (Shopify, React, Python, TypeScript, Node.js, GraphQL, Snowflake, dbt, OpenAI, Figma, etc.) – strong learning environment for engineers.
- **Notable perks**: Early-stage equity opportunity (unicorn valuation), exposure to cutting-edge AI and ecommerce trends, and a mission-driven team focused on merchant success.

## Sources
1. [redo.com](https://redo.com/) – Product offerings, brand stats, and platform overview
2. [linkedin.com/company/redo-tech](https://www.linkedin.com/company/redo-tech) – Employee data, headcount growth, recent hiring, and funding announcement
3. [siliconvalleyinvestclub.com](https://siliconvalleyinvestclub.com/vi/companies/redo/) – Detailed funding history, valuation, acquisitions, and leadership
4. [jobs.gem.com/redo](https://jobs.gem.com/redo) – Careers page (redirects to Gem, but linked from redo.com)
5. [redo.com/careers](https://redo.com/careers) – Company culture description and hiring philosophy

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