Product Support Specialist

Résumé du poste

The Product Support Specialist will manage frontline merchant support through various channels, including triage, troubleshooting, and escalation to engineering. They are also responsible for maintaining the knowledge base, configuring AI support tools, and providing structured product feedback to internal teams.

Détails du poste

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 Available during North American business hours; Pacific or Mountain preferred Benefits & Perks Ongoing professional development through training programs, certifications, and peer mentorship Hybrid work model depending on role, with a Granville Island office and free on-site parking Flexibility in work hours designed to accommodate appointments and personal responsibilities Comprehensive health and dental coverage in Canada, plus a health spending account Paid office closure between Christmas and New Year’s Regular team culture events, stocked office snacks, and a dog friendly workplace Performance based bonus opportunities for full-time employees We are an equal opportunity employer and love diversity at our company! We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.

Ce que vous ferez

The Product Support Specialist will manage frontline merchant support through various channels, including triage, troubleshooting, and escalation to engineering. They are also responsible for maintaining the knowledge base, configuring AI support tools, and providing structured product feedback to internal teams.

Exigences

Candidates should have 1–3 years of experience in technical support or customer success, preferably within the SaaS or Shopify ecosystem. Strong troubleshooting skills, clear written communication, and the ability to work independently during North American business hours are required.

Avantages

• Professional development • Training programs • Certifications • Peer mentorship • Hybrid work model • Free on-site parking • Flexible work hours • Health coverage • Dental coverage • Health spending account • Paid office closure • Team culture events • Stocked office snacks • Dog friendly workplace • Performance based bonus

Compétences indiquées

• Analyse de données · Souhaitée
• Communication · Souhaitée

Autres compétences pertinentes

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Technical support
• Customer success
• Shopify
• Troubleshooting
• Intercom
• Linear
• Shopify POS
• Shopify Flow
• SaaS
• Communication
• Process improvement
• Knowledge base management
• AI support agent configuration
• Incident management
• Data analysis
• Customer Success Management
• Composure
• Self-Discipline
• Artificial Intelligence
• Apple IOS
• Technical Support
• Bug Tracking And Management
• Software As A Service (SaaS)
• Excel Macros
• Knowledge Base
• Mentorship
• Product Support
• Self Service Technologies
• Structured Product
• Triage
• Troubleshooting (Problem Solving)
• Writing
• Templates
• Calmness Under Pressure

Domaines d’emploi

• Customer Service & Support
• Technology
• Software
• Product Support Specialist
• Product Support Engineer
• Commercial Sales Representatives
• Sales Engineers