Technical Support Specialist

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

About Skio:

Skio helps Shopify brands sell subscriptions without the headaches. We’re building the most merchant-friendly subscription platform—simple, scalable, and focused on delivering great customer experiences. Backed by Y Combinator and top-tier investors, we’re growing fast and looking for people who are excited to solve real problems and support innovative ecommerce brands.

The Role:

We’re looking for a Technical Support Specialist to join our Customer Experience team. You’ll be on the front lines helping our merchants succeed—answering technical questions, troubleshooting issues, and acting as a voice of both the customer and our product. You’ll work closely with support leadership, engineering, and product teams to resolve issues quickly and clearly.

This role is ideal for someone who’s detail-oriented, empathetic, and thrives in fast-paced, startup environments. Experience with Shopify is a must, and a passion for great customer service is non-negotiable.

What You’ll Do:

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

What We’re Looking For:

2–4+ years of experience in technical or customer support at a SaaS company

Experience working 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

Bonus: Experience working in ecommerce, subscriptions, or with APIs

Why Skio?

• Remote-first team with flexible hours and a strong focus on async work
• High-impact role where your work directly supports our merchants’ success
• Collaborative, low-ego team culture that values transparency and trust
• Competitive salary, equity, and benefits