Manager, Incident Response, Support

When something goes wrong at Shopify, this team finds the solution. Support Incident Response coordinates the company's response during platform outages and other crises. The team is on call around the clock, working alongside engineering and product to resolve issues before they compound, and communicating clearly to merchants, partners, and executives throughout. The team’s ultimate goal is to protect Shopify’s brand while maintaining the trust that millions of merchants and partners put in our products daily. As a Support Incident Response Manager you’ll own your team’s incident and escalated case operations and outcomes: from building a high-performing team and driving workflow improvements with an AI-first mindset, to preparing for and responding to merchant-impacting incidents — from first signal to post-incident review. That means building cross-functional relationships with engineering and product, briefing executives during live incidents, and making sure your team has the playbooks and coaching they need to operate with precision under pressure. The work is technical, fast-moving, and consequential. Shopify's merchants run their businesses on this platform. When something goes wrong, your team is the reason it gets better.