Product Support Specialist

Teifi Digital; Rijswijk; On-site; EUR 42,000 - 64,000; Full time

Job summary

Teifi Digital is seeking a Product Support Specialist to own the day-to-day support experience for our Shopify-based clients. You will be the first line of contact, understand merchant needs, investigate complex, configuration-specific issues, and educate merchants on the product.

You’ll collaborate with product and engineering teams as a liaison between merchants and developers in a fast-growing, small-team environment.

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.

Responsibilities

• Frontline support for merchants via Intercom, email, and phone.
• Triage, investigate, troubleshoot, resolve, or escalate tickets.
• Reproduce issues in Shopify admin, Shopify POS, and merchant stores via collaborator access.
• Escalate to engineering with reproducible steps and merchant impact.
• Maintain knowledge base and create reusable guides, FAQs, and onboarding templates.
• Provide product feedback and work with the implementations team at go-live.

Skills

Technical support

Shopify

Troubleshooting

Written communication

Organized

Calm under pressure

Job description

About Teifi

Teifi Digital, a Shopify Plus Platinum partner, excels in resolving complex e-commerce challenges. We focus on integrating large catalogs, sophisticated data frameworks, and legacy systems into seamless unified commerce and B2B solutions, delivering unparalleled customer experiences. Our skill in deploying Shopify Plus caters to top-tier merchants in manufacturing, parts, distribution, retail, and B2B, ensuring minimal technical debt and maximized e-commerce revenue.

An AI-Forward Workplace

AI is embedded in how we work. Our team regularly uses AI tools to enhance productivity, streamline processes, and deliver better outcomes. Candidates joining us should be comfortable leveraging AI as part of their day-to-day workflow and open to developing their skills as these tools evolve. Familiarity with AI tools is a plus; a willingness to learn and adapt is a must.

As part of our hiring process at Teifi Digital, any offer of employment is conditional upon the successful completion of a background check.

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-Serve

• 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-serve 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 escalat…
• 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