Shopify Support Specialist & Troubleshooter

Teifi Digital; Netherlands; Teletrabalho; EUR 42 000 - 52 000; Tempo integral

Resumo da oferta

Teifi Digital, a Shopify Plus Platinum partner in the Netherlands, seeks a Product Support Specialist to own day-to-day support for merchants. You will triage, investigate, and resolve complex issues, acting as the liaison between merchants and product/engineering teams.

You will own knowledge bases, craft self-serve flows, and contribute to AI-assisted support improvements while maintaining clear communication and timely responses to incidents. This is a hands-on role in a fast-growing team.

Qualificações

• 1–3 years in technical support, customer success, or implementation; SaaS or Shopify ecosystem strongly preferred.
• Strong troubleshooting instincts — you investigate thoroughly before you escalate
• Clear, friendly written communication: guide a non-technical merchant through a setup problem and write a precise bug report

Responsabilidades

• Own merchant requests in Intercom across in-app chat, email, and phone
• Run daily ticket triage: categorize, investigate, troubleshoot, resolve, or escalate
• Reproduce reported issues in Shopify admin, Shopify POS, and merchant stores
• 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 Shopify Flow configuration support
• Communicate proactively with affected merchants during incidents, including workarounds and resolution updates

Conhecimentos

Shopify knowledge

Troubleshooting

Clear communication

Prioritization

Time management

Ferramentas

Intercom

Shopify admin

Linear

Descrição da oferta de emprego

Teifi Digital, a Shopify Plus Platinum partner in the Netherlands, seeks a Product Support Specialist to own day-to-day support for merchants. You will triage, investigate, and resolve complex issues, acting as the liaison between merchants and product/engineering teams.

You will own knowledge bases, craft self-serve flows, and contribute to AI-assisted support improvements while maintaining clear communication and timely responses to incidents. This is a hands-on role in a fast-growing team.