Technical Support Engineer – Shopify
Posted 13 days ago
You'll complete your application on Fresh Prints's career site.
About the Role
A remote Technical Support Engineer is needed to provide high-quality assistance for a collegiate custom apparel business. Operating in an agile setting, you will be the main contact for users, managing significant inquiry volumes and resolving technical challenges to ensure a superior user experience.
Requirements
- Demonstrated background in merchant, technical, or customer support roles.
- Strong problem-solving abilities and communication skills, with the capacity to think clearly under pressure.
- Highly organized with the ability to manage multiple tasks and a fluctuating workload.
- Prior experience with e-commerce, specifically Shopify, as well as SaaS or analytics platforms is preferred.
- Technical skills in SQL, Looker, or Tableau are considered an advantage.
- Availability to work shifts on weekends is required.
Responsibilities
- Deliver fast, high-quality responses to user questions.
- Diagnose technical problems, determine underlying causes, and apply fixes or escalate appropriately.
- Handle between 20 and 30 active support tickets at once, ensuring prompt follow-up.
- Serve as a subject matter expert, utilizing Slack, email, and chat for all communications.
- Develop internal training guides and documentation to share knowledge.
- Work with various departments to solve complicated problems and highlight ticket trends to influence product, operations, and technology strategies.
Benefits & Perks
- You will receive a competitive compensation package that includes equity, as well as flexible vacation time and paid leave.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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