Product Support Specialist

Role Overview

We are seeking a Product Support Specialist to own the day-to-day support experience for our clients. As the first line of support, you are an expert at understanding merchant needs, investigating issues, and educating merchants on the product. Our ticket volume is moderate but technically deep — success in this role looks less like high-volume queue clearing and more like consistently getting to the bottom of complex, configuration-specific problems. You'll work directly with our product and engineering teams as the liaison between merchants and the people who build the product. As a small and fast-growing team, you'll have the opportunity to build the processes that scale our support function.

Key Responsibilities

• Frontline Support
• Own merchant requests in Intercom across in-app chat, email, and phone
• Run daily ticket triage: categorize, investigate, troubleshoot, resolve, or escalate
• Reproduce reported issues independently before escalating — in Shopify admin, on Shopify POS (iOS and Android), and in merchant stores via collaborator access
• Request and use Shopify collaborator access to investigate merchant configurations directly

Escalation & SLA

• Maintain defined response times across P0–P3 priority levels during coverage hours
• Escalate to engineering with a documented reproduction, merchant impact, and priority
• File accurate Linear tickets against our ticket quality standard and keep merchants updated on status
• Provide specialized support for Shopify Flow configurations involving triggers and actions
• Communicate proactively with affected merchants during incidents, including workarounds and resolution updates

Knowledge & Self-Service

• Own and maintain our knowledge base so merchants have current, accurate information
• Build and maintain reusable resources: guides, FAQs, macros, and onboarding templates
• Configure and continuously improve Fin, our AI support agent, to increase self-serve resolution
• Design self-service flows for bug reports, feature requests, and common question paths

Product Feedback

• Track recurring issues and surface structured product feedback to the product team
• Identify churn risk early and escalate with context
• Partner with our implementations team on merchant handoff at go-live

Qualifications

• 1–3 years in technical support, customer success, or implementation; SaaS or Shopify ecosystem strongly preferred
• Working knowledge of Shopify: how stores, apps, POS, inventory, and orders fit together
• Strong troubleshooting instincts — you investigate thoroughly before you escalate
• Clear, friendly written communication: you can guide a non-technical merchant through a setup problem and write a precise bug report in the same hour
• Organized and self-directed; you manage a queue without being chased
• Calm under pressure and comfortable with ambiguity and context-switching