Technical Support Engineer (Shopify)

Fresh Prints; United States; Remote; USD 60,000 - 100,000; Full time

Benefits offered by this job

Competitive salary and equity packages

Flexible vacation and PTO

Job summary

Intelligems is seeking a Technical Support Engineer to help ecommerce clients understand, use, and troubleshoot our optimization platform. You'll report to the Support & Implementation Manager and interact daily with customers via email, Slack, and chat to resolve issues and deliver an outstanding customer experience.

You will become a product expert, manage 20–30 conversations, and collaborate with product, tech, and ops to identify trends and improve the platform.

Qualifications

• Proven experience in technical/customer/merchant support or a related role.
• Experience in e-commerce (Shopify), SaaS, or analytics.
• Excellent communication and problem-solving skills.
• You love helping people and can think on your feet.
• Comfortable wearing many hats and juggling priorities.

Responsibilities

• Deliver a best-in-class customer experience by responding promptly to customer inquiries and troubleshoot issues.
• Become a product expert so you can answer questions quickly and accurately.
• Manage 20–30 open customer conversations at a time.
• Own follow-ups and ensure all tickets are resolved in a timely manner.
• Collaborate with internal teams on escalated or complex issues.
• Spot trends in support issues and share insights with product, tech, and ops.
• Contribute to internal knowledge-sharing (documentation, training, etc.).

Skills

Technical support

Communication

Multitasking

Weekend support

Tools

Tableau

Looker

SQL

Job description

About FrontierFrontier is a subsidiary of the company. the company is a New York-based, fast-growing, fully remote, 150-person company with most of our team based in India and the Philippines. A few years ago, the company began helping other fast-growing companies build their teams. We got so good at it that we spun out a new company to focus exclusively on that — and called it Frontier.

At Frontier, we help companies grow full-time, cross-functional teams abroad. We hire the smartest people and place them into the best companies. In three years, we’ve never lost a client. If you’re interested in a Frontier role and you apply and are accepted, we’ll screen you through a couple of internal interviews and aim to get you an interview for a full-time job within the month.

Think of us as your personal talent agent — and good luck with the application!

About IntelligemsThere are millions of e-commerce businesses around the world, and the industry is growing every year. Yet achieving profitability has never been harder. Most brands make guesses when it comes to pricing, discounts, shipping fees, and content — leaving 6–10% of potential profit on the table.

Intelligems is a profit optimization platform that helps these businesses succeed. We provide merchants with A/B testing and personalization tools that help them run experiments, understand their data, and price dynamically — tools that were previously only available to companies like Amazon and Uber.

We're currently working with 500+ brands and have processed over $4B of data. Backed by Matchstick Ventures, Vinyl Capital, Techstars, and founders from Klaviyo, Postscript, and Stedi, Intelligems has raised over $4M in funding. Our team is high-performing, low-ego, and extremely collaborative — and we’re excited to scale with top talent.

The Role: Technical Support Engineer

We’re looking for a Technical Support Engineer to help our e-commerce clients understand, utilize, and troubleshoot our testing platform. You'll report to the Support & Implementation Manager and communicate with customers daily via email, Slack, and chat to resolve issues and deliver an outstanding customer experience.

Key Responsibilities

• Deliver a best-in-class customer experience by responding promptly to customer inquiriesTroubleshoot technical issues, identify root causes, and offer solutions or escalated when needed
• Become a product expert so you can answer questions quickly and accurately
• Manage 20–30 open customer conversations at a time
• Own follow-ups and ensure all tickets are resolved in a timely manner
• Collaborate with internal teams on escalated or complex issues
• Spot trends in support issues and share insights with product, tech, and ops
• Contribute to internal knowledge-sharing (documentation, training, etc.)

Qualifications

• Proven experience in technical/customer/merchant support or a related role
• Experience in e-commerce (Shopify), SaaS, or analytics
• Excellent communication and problem-solving skills
• You love helping people and can think on your feet
• Comfortable wearing many hats and juggling priorities
• Ability to multitask, stay organized, and manage time effectively
• Familiarity with tools like Tableau, Looker, SQL, or BI platforms is a bonus
• Comfortable with providing weekend support

Culture & Values

At Intelligems, we’re customer-first and product-oriented — and our success is driven by the caliber of people we bring on board. We live by these values:

• Put customers first
• Be honest and transparent. Always act in the customer’s best interest.
• Be helpful
• Support teammates, customers, and partners with generosity and kindness.
• Strive for excellence
• Commit to being world-class at what you do.
• Build and develop a diverse, world-class team
• Hire the best, and invest in feedback and growth.
• Have a perspective
• Speak up when you disagree. Everyone is responsible for making us better.

What’s Offered

• Competitive salary and equity packages
• Flexible vacation and PTO