Enterprise Support Specialist Job at Shopify

Job Description

This is an overnight position. Shopify operates 24/7 to support merchants around the world, and this role is specifically designed to cover overnight hours. We are targeting a June 1st start date. This is where support becomes innovation. At Shopify, our Enterprise Support Specialists are building the future of AI-powered commerce to help merchants win every day. We need people who can solve complex problems at lightning speed, elevate their teammates, and turn merchant feedback into breakthrough improvements. You won't just answer questions—you'll shape how millions of businesses succeed. Working at the intersection of merchant needs and AI capabilities, you'll identify patterns that make our tools smarter, build knowledge that scales globally, and directly influence how commerce evolves. In this high-energy role, every insight matters and every day brings new challenges worth solving.

Job Responsibility

Deliver exceptional, executive-level support to merchants via chat, messaging, and phone
Collaborate with peers to share learnings, best practices, and solutions, raising the team’s collective expertise
Posses executive-level written and verbal communication
Critical thinking when context is incomplete, contradictory, or politically sensitive—without needing step-by-step scripts
Ownership in ambiguous, high-stakes situations
Master technical systems and translate complex concepts into clear guidance
Leverage AI tools to enhance problem-solving and improve our knowledge base
Continuously refine help documentation through our knowledge-centered service model
Adapt across products and channels, supporting merchants wherever needed

Requirements

Background in premium support offerings, technical customer support, technical account management, or engineering-adjacent support in high-stakes, high-touch environments (enterprise B2B, platform/SaaS, payments, or commerce technology strongly preferred)
A documented track record of owning complex issues, which may include incidents involving third parties, ambiguous scope, and executive visibility—until resolution or correct handoff
Proven ability to learn technical skills
Experience mentoring, coaching, or raising the bar for peers
Strong technical troubleshooting abilities (certifications are a major plus)
Hands-on experience with AI tools and genuine excitement about new tech
Enhanced, executive communication skills with the flexibility to adjust tone and language to the audience
Proven ability to quickly ramp up to new tools and workflows
Flexibility for varied scheduling as we support merchants around the clock
Familiarity with web fundamentals (HTTP, DNS, SSL), API concepts (REST, GraphQL), and front-end basics (HTML, CSS, templating) is an asset. Experience reading logs or querying data to troubleshoot is a bonus, not a requirement

Nice to have

Familiarity with web fundamentals (HTTP, DNS, SSL), API concepts (REST, GraphQL), and front-end basics (HTML, CSS, templating)
Experience reading logs or querying data to troubleshoot

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Enterprise Support Specialist

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