Technical Support Engineer – Shopify

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Respond to customer inquiries promptly and provide an exceptional customer experience.

• Diagnose technical issues, determine root causes, and provide solutions or escalate as necessary.

• Become highly knowledgeable about our products to answer questions efficiently and accurately.

• Manage 20–30 ongoing customer conversations simultaneously.

• Take ownership of follow-ups and ensure timely resolution of all tickets.

• Collaborate with internal teams on escalated or complex matters.

• Identify trends in support issues and share insights with product, technical, and operations teams.

• Engage in internal knowledge-sharing activities, including documentation and training initiatives.

• Interact with customers daily through email, Slack, and chat.

⛳️ Requirements

• Demonstrated experience in technical, customer, or merchant support, or a similar position.

• Strong communication and problem-solving abilities.

• Capable of assisting others and thinking quickly under pressure.

• Comfortable taking on various roles and managing multiple priorities.

• Proficient in multitasking, staying organized, and effectively managing time.

• Experience in e-commerce (Shopify), SaaS, or analytics is advantageous.

• Familiarity with tools such as Tableau, Looker, SQL, or BI platforms is a plus.

• Willingness to provide support during weekends.

🏝️ Benefits

• Competitive salary and equity packages.

• Flexible vacation and paid time off (PTO).