Technical Support Engineer – Shopify

• Respond promptly to customer inquiries and deliver a best-in-class customer experience
• Troubleshoot technical issues, identify root causes, and offer solutions or escalate when needed
• Become a product expert to answer questions quickly and accurately
• Manage 20–30 open customer conversations at a time
• Own follow-ups and ensure all tickets are resolved in a timely manner
• Collaborate with internal teams on escalated or complex issues
• Spot trends in support issues and share insights with product, tech, and ops
• Contribute to internal knowledge-sharing, including documentation and training
• Communicate with customers daily via email, Slack, and chat

• Proven experience in technical/customer/merchant support or a related role
• Excellent communication and problem-solving skills
• Ability to help people and think on your feet
• Comfortable wearing many hats and juggling priorities
• Ability to multitask, stay organized, and manage time effectively
• Experience in e-commerce (Shopify), SaaS, or analytics is a plus
• Familiarity with tools like Tableau, Looker, SQL, or BI platforms is a bonus
• Comfortable with providing weekend support

• Competitive salary and equity packages
• Flexible vacation and PTO