IT Support Engineer (Middle) ID32267

• What you will do

• Provide first-level technical support to clients using Shopify via phone, email, or chat;
• Focus on resolving critical issues that negatively impact the customer experience, particularly those affecting checkout or store access;
• Respond promptly and professionally to incoming alerts and issues;
• Escalate complex issues to higher-level teams when necessary and follow up until resolution;
• Conduct postmortem analysis and follow up with the involved teams;
• Log all customer interactions, troubleshooting steps, and resolutions accurately in the ticketing system;
• Identify and escalate recurring or systematic issues to the appropriate teams to improve overall customer experience;
• Collaborate with team members and actively contribute to knowledge-sharing initiatives;
• Maintain a positive and professional attitude while providing exceptional customer service.

• Must haves

• 2+ years of experience in Shopify;
• Previous experience in customer service or technical support is desirable but not mandatory for entry-level candidates;
• Strong problem-solving and analytical skills with attention to detail;
• Good communication skills, both verbal and written;
• Basic understanding of computer systems, networks, software applications, and hardware components;
• Familiarity with ticketing systems (Jira);
• Ability to work independently and efficiently, while also being a team player;
• Flexibility to work in 12-hour shifts, including weekends and holidays, as part of a 24/7 support operation;
• Patience, empathy, and a customer-first mindset to ensure customer satisfaction;
• Willingness to continuously learn and adapt to new technologies and procedures;
• Upper-Intermediate English level.

AgileEngine is one of the Inc. 5000 fastest-growing companies in the US and a top-3 ranked dev shop according to Clutch. We create award-winning custom software solutions that help companies across 15+ industries change the lives of millions.

If you like a challenging environment where you’re working with the best and are encouraged to learn and experiment every day, there’s no better place — guaranteed! 🙂