Role Overview

We are seeking a Product Support Specialist to own the day-to-day support experience for our clients. As the first line of support, you are an expert at understanding merchant needs, investigating issues, and educating merchants on the product. Our ticket volume is moderate but technically deep — success in this role looks less like high-volume queue clearing and more like consistently getting to the bottom of complex, configuration-specific problems.

You'll work directly with our product and engineering teams as the liaison between merchants and the people who build the product. As a small and quick-growing team, you'll have the opportunity to build the processes that scale our support function. Key Responsibilities

Frontline Support

Own merchant requests in Intercom across in-app chat, email, and phone

Run daily ticket triage: categorize, investigate, troubleshoot, resolve, or escalate

Reproduce reported issues independently before escalating — in Shopify admin, on Shopify POS (iOS and Android), and in merchant stores via collaborator access

Request and use Shopify collaborator access to investigate merchant configurations directly

Escalation & SLA

Maintain defined response times across P0–P3 priority levels during coverage hours

Escalate to engineering with a documented reproduction, merchant impact, and priority

File accurate Linear tickets against our ticket quality standard and keep merchants updated on status

Provide specialized support for Shopify Flow configurations involving triggers and actions

Communicate proactively with affected merchants during incidents, including workarounds and resolution updates

Knowledge & Self-Service

Own and maintain our knowledge base so merchants have current, accurate information

Build and maintain reusable resources: guides, FAQs, macros, and onboarding templates





Configure and continuously improve Fin, our AI support agent, to increase self-serve resolution

Design self-service flows for bug reports, feature requests, and common question paths

Product Feedback

Track recurring issues and surface structured product feedback to the product team

Identify churn risk early and escalate with context

Partner with our implementations team on merchant handoff at go-live

Qualifications

1–3 years in technical support, customer success, or implementation; SaaS or Shopify ecosystem strongly preferred

Working knowledge of Shopify: how stores, apps, POS, inventory, and orders fit together

Strong troubleshooting instincts — you investigate thoroughly before you escalate

Clear, friendly written communication: you can guide a non-technical merchant through a setup problem and write a precise bug report in the same hour

Organized and self-directed; you manage a queue without being chased

Calm under pressure and comfortable with ambiguity and context-switching

Available during North American business hours; Pacific or Mountain preferred Benefits & Perks

Ongoing professional development through training programs, certifications, and peer mentorship

Hybrid work model depending on role, with a Granville Island office and free on-site parking

Flexibility in work hours designed to accommodate appointments and personal responsibilities

Comprehensive health and dental coverage in Canada, plus a health spending account

Paid office closure between Christmas and New Year’s

Regular team culture events, stocked office snacks, and a dog friendly workplace

Performance based bonus opportunities for full-time employees We are an equal opportunity employer and love diversity at our company! We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.

📌 Product Support Specialist (Vancouver)
🏢 Teifi Digital
📍 Vancouver