Remote Tech Support Specialist for Shopify

Skio; United States; Remote; USD 60,000 - 90,000; Full time

Benefits offered by this job

Remote-first team

Flexible hours

Async work

Competitive compensation

Job summary

Skio is seeking a Technical Support Specialist to join the Customer Experience team. You will handle inbound support tickets, triage technical issues, and collaborate with engineering to resolve complex problems while maintaining clear communication with merchants.

Ideal candidates have 2–4+ years in SaaS support, Shopify experience, and a customer-first mindset. The role emphasizes remote work, async collaboration, and a strong focus on merchant success.

Qualifications

• 2–4+ years of experience in technical or customer support at a SaaS company.
• Experience with Shopify is required.
• Strong written communication skills and a calm, customer-first mindset.
• Familiarity with tools like Zendesk, Slack, Linear, and Notion (or similar).
• Able to manage multiple conversations at once and stay organized under pressure.

Responsibilities

• Manage an inbound queue of support tickets (email and chat) and triage technical issues from our merchants.
• Provide clear, friendly, and timely support, occasionally hopping on Zoom calls if needed.
• Collaborate with our engineering team to elevate and troubleshoot more complex issues.
• Communicate consistently with merchants to provide updates and ensure resolution.
• Perform QA on new features to catch bugs and ensure a smooth launch.
• Contribute to documentation and help center updates to improve self-service.

Skills

Shopify experience

Customer-focused mindset

Multi-tasking

Strong written communication

Tools

Zendesk

Slack

Linear

Notion

Job description

Skio is seeking a Technical Support Specialist to join the Customer Experience team. You will handle inbound support tickets, triage technical issues, and collaborate with engineering to resolve complex problems while maintaining clear communication with merchants.

Ideal candidates have 2–4+ years in SaaS support, Shopify experience, and a customer-first mindset. The role emphasizes remote work, async collaboration, and a strong focus on merchant success.