About the Role
In Support, our product is people. This includes our merchants, our partners, our team, and the success of the entire company we work for. We help people make money. As a Senior Support Specialist in Developer Support at Shopify, you will empower entrepreneurs globally by handling complex issues and enhancing merchant success with custom solutions. You’ll work with Shopify’s technology ecosystem, using tools like Zendesk and Slack to assist merchants and partners across API, SDK, Checkout Extensions, and Headless solutions.
Key Responsibilities
- Work with merchants, partners, and their developers to resolve issues with back-end technology stacks (e.g., Shopify APIs, SDKs, Checkout Extensions, Headless).
- Help merchants customize their Online Store through consultation or implementation.
- Provide real‑time support to internal teams, including Plus & Enterprise Support Specialists and Merchant Success Managers, via Slack and other support tools.
- Collaborate with engineering teams to fix bugs and enhance product offerings.
- Contribute to and enhance the Developer Support knowledge base.
- Maintain high standards of technical expertise and service quality.
- Engage with internal stakeholders to improve outcomes for merchants and partners.
- Use expertise to influence decisions and develop strategic solutions.
Qualifications
- Exceptional reading, writing, typing, and communication skills, clearly conveying complex web development topics.
- Strong adaptability and resilience, responsive to adversity and able to adjust to changing environments.
- Highly curious, resourceful, and committed to continuous learning of merchant and partner experiences.
- Proficient at engaging and empathizing in extended interactions on support channels while managing multiple concurrent text conversations.
- Excellent problem‑solving and troubleshooting skills, methodical approach to urgent issues, and open to feedback.
- Proficient in API technologies (REST, GraphQL), using clients like Postman or Insomnia, and knowledge of XML, JSON, HTTP.
- Experience with server‑side development in Ruby, Python, PHP, or Node.js, OOP, MVC, data architecture, and Git.
- Competent using technical support tools such as Observe, SQL, Chrome Developer Tools for testing and managing codebases.
- Enthusiastic about improving team efficiency via standards and tools, and coding maintainable systems collaboratively.
- Care deeply about commerce, thrive on professional and personal growth, keep pace with or ahead of the unrelenting pace.
- Resilient, resourceful, and able to handle ambiguity; bring critical thought and opinion.
- Capable of using AI tools for the tasks designed for them, focusing on uniquely human work.
- Embrace differences and disagreements, prioritize team progress.
- Work digital‑first for daily work.
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