Product Support Specialist

Socket.dev; Vancouver; On-site; CAD 55,000 - 85,000; Full time

Benefits offered by this job

Hybrid work model

Granville Island office

Free on-site parking

Flexible work hours

Health and dental coverage in Canada

Health spending account

Office closure between Christmas and N

Job summary

Socket.dev is seeking a Product Support Specialist to own the day-to-day support experience for our clients. You will act as the first line of defense for merchants, understanding needs, diagnosing complex configurations, and educating users on the product.

You will collaborate with product and engineering to scale our support function and drive self-service improvements. The role emphasizes collaborative problem-solving, proactive communication, and hands-on engagement with Shopify-related

Qualifications

• 1–3 years in technical support, customer success, or implementation; SaaS or Shopify ecosystem preferred.
• Working knowledge of Shopify stores, apps, POS, inventory, and orders.
• Strong troubleshooting instincts; investigate thoroughly before elevating.
• Clear, friendly written communication and ability to guide non-technical merchants.
• 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.

Responsibilities

• Provide frontline support across Intercom chat, email, and phone.
• Triage, investigate, troubleshoot, and resolve or escalate merchant issues.
• Reproduce issues in Shopify admin, Shopify POS, and merchant stores via collaborator access.
• Collaborate with product and engineering teams to improve configurations and workflows.
• Own and improve the knowledge base, guides, FAQs, macros, and onboarding templates.

Skills

Technical support

Shopify knowledge

Troubleshooting

Written communication

Organized

Calm under pressure

NA business hours availability

Job description

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 fast-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 elevate
• 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 elevate 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 elevate
• 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.