Enterprise Support Specialist

About The Role

We are targeting a June 1st start date.

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.

About The Role: Shopify's Enterprise Support Specialists build the future of AI-powered commerce by helping merchants win every day. You will solve complex problems quickly, elevate teammates, and turn merchant feedback into improvements. You will shape how millions of businesses succeed, identify patterns that make our tools smarter, build knowledge that scales globally, and influence how commerce evolves. In this high-energy role, every insight matters and every day brings new challenges worth solving.

Key Responsibilities:

• 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
• Possess executive-level written and verbal communication
• Apply critical thinking when context is incomplete, contradictory, or politically sensitive—without needing step-by-step scripts
• Own 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

Qualifications

• 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, including 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 ability to adjust tone and language to the audience
• Proven ability to quickly ramp up to new tools and workflows
• Flexibility for varied scheduling to 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. Reading logs or querying data to troubleshoot is a bonus, not a requirement

Ready to help merchants win? Let’s build the future of commerce together.

About Shopify

Opportunity is not evenly distributed. Shopify enables independence for entrepreneurs and enterprises. Since 2006, we’ve grown to over 8,300 employees and generated over $1 trillion in sales for millions of merchants in 175 countries.

This is life-defining work that directly impacts people’s lives as much as it transforms your own. It’s about giving power to more voices and creating more choices rather than an elite option.

About You

Moving at our pace brings change, complexity, and ambiguity—and a little chaos. Shopifolk thrive on that and are comfortable being uncomfortable. This role may not be right for everyone.

Before you apply, consider if you can:

• Care deeply about what you do and about improving commerce for everyone
• Excel by seeking professional and personal hypergrowth
• Keep up with an unrelenting pace
• Be resilient and resourceful in the face of ambiguity and change
• Bring critical thought and opinion
• Use AI agents and tools for tasks they’re built for, focusing on work only humans can do
• Embrace differences and disagreement to get things done and move forward
• Work digitally for daily tasks

We may use AI-enabled tools to screen, select, and assess applications. All AI outputs are reviewed and validated by our recruitment team.