Enhance client experiences as a Product Support Specialist with a focus on technical challenges at Shopify. You'll be pivotal in supporting merchants through complex inquiries while collaborating closely with product and engineering teams.
In this role, you will serve as the first line of support, handling a variety of merchant requests via Intercom, email, and phone. With 1-3 years of experience in technical support, you'll demonstrate strong troubleshooting skills in a hybrid work setting. Your goal is to effectively resolve configuration-specific problems and maintain a comprehensive knowledge base for merchant self-service.
Key Responsibilities:
• Manage merchant requests across in-app chat, email, and phone
• Triage and investigate daily support tickets thoroughly




• Reproduce and escalate issues based on merchant feedback
• Maintain robust documentation for knowledge base
• Communicate proactively with merchants during incidents
Requirements:
• 1–3 years in technical support or customer success
• Familiarity with Shopify's ecosystem and troubleshooting processes
• Excellent communication skills for non-technical users
• Strong organizational abilities to manage support tasks
• Ability to work during North American business hours
Support Shopify's mission by providing exceptional product knowledge and troubleshooting expertise to merchants.
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📌 Product Support Specialist at Shopify (Vancouver)
🏢 Socket.dev
📍 Vancouver