Shopify Tech Support Specialist - Remote Night Shift

Atidiv

United States

Remote

USD 60,000 - 90,000

Full time

9 days ago

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Job summary

Atidiv is seeking a Shopify Technical Support Specialist to join our remote US team on a night shift. You will be the bridge between customers, Success, Product, and Engineering to resolve technical ecommerce questions quickly.

You'll own incoming support requests, troubleshoot storefronts, apps, and integrations, and provide clear reproduction steps, logs, and screenshots. Strong Shopify knowledge and English communication are essential.

Qualifications

3+ years of technical support or implementation experience.
Experience at a SaaS/ecommerce company.
Strong hands-on Shopify ecosystem knowledge.
Familiar with storefronts, carts, discounts, and themes.
Experience troubleshooting GTM, GA4, Meta Pixel, and TikTok Pixel.
Experience managing integrations like Klaviyo, Yotpo, Okendo, or Judge.me.
Proficiency using browser developer tools for debugging.
Ability to read basic HTML, CSS, and JavaScript.
Excellent written and spoken English communication skills.
Ability to translate technical issues for marketers and engineers.
Strong troubleshooting instincts without relying on immediate escalation.
Highly organized mind capable of managing multiple issues simultaneously.
Comfort working independently within a fast-moving startup environment.

Responsibilities

Own incoming technical support requests from customers via Slack and different support channels.
Troubleshoot issues across landing pages, tracking, integrations, and third-party apps.
Reproduce customer‑reported issues to determine the root platform cause.
Resolve issues independently and escalation genuine product bugs to Engineering.
Provide clear reproduction steps, expected behavior, logs, and screenshots.
Help customers configure Shopify setups, products, variants, and selling plans.
Guide clients on Shopify Markets, custom scripts, pixels, and integrations.
Troubleshoot ecommerce integrations including analytics, advertising pixels, and subscriptions.
Manage tools for reviews, email/SMS marketing, and user consent.
QA customer implementations and new platform functionality before launch.
Connect with customers via live calls or screen shares.
Identify recurring support issues to improve the core product.
Create internal documentation and Help Center troubleshooting articles.