Shopify Product Support Engineer

Teifi Digital, Teifi Holding Inc.; Vancouver; Hybrid; CAD 55,000 - 85,000; Full time

Benefits offered by this job

Hybrid work model

Granville Island office

Free on-site parking

Health and dental coverage in Canada

Health spending account

Paid office closure between Christmas‑

Regular team culture events

Dog friendly workplace

Job summary

Teifi Digital is seeking a Product Support Specialist to own the day‑to‑day support experience for our Shopify clients. You will be the first line of support, investigating complex configuration issues and educating merchants on the product while coordinating with product and engineering teams.

You will triage tickets, reproduce issues, and maintain defined response times. The role offers a hybrid work model with a Granville Island office and parking, along with health and dental coverage in

Qualifications

• 1–3 years in technical support, customer success, or implementation; SaaS or Shopify ecosystem strongly preferred.
• Strong troubleshooting instincts; investigate thoroughly before escalating.
• Clear, friendly written communication: guide non-technical merchants and write precise bug reports.

Responsibilities

• Own merchant requests across Intercom (chat, email, phone).
• Triage, investigate, troubleshoot, resolve, or escalate issues.
• Reproduce issues in Shopify admin, Shopify POS, and merchant stores via collaborator access.
• Maintain response times across P0–P3 during coverage hours and escalate with documented reproduction and priority.
• File Linear tickets and keep merchants updated on status.
• Provide specialized support for Shopify Flow configurations.
• Collaborate with product and engineering teams; gather and surface product feedback.

Skills

Troubleshooting

Written communication

Time management

Tools

Shopify

Job description

Teifi Digital is seeking a Product Support Specialist to own the day‑to‑day support experience for our Shopify clients. You will be the first line of support, investigating complex configuration issues and educating merchants on the product while coordinating with product and engineering teams.

You will triage tickets, reproduce issues, and maintain defined response times. The role offers a hybrid work model with a Granville Island office and parking, along with health and dental coverage in