Enterprise Support Specialist

• Remote - Canada
• Support

About the role

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. We are targeting a June 1st start date.

This is where support becomes innovation. At Shopify, our Enterprise Support Specialists are building the future of AI-powered commerce to help merchants win every day. We need people who can solve complex problems at lightning speed, elevate their teammates, and turn merchant feedback into breakthrough improvements.

You won't just answer questions—you'll shape how millions of businesses succeed. Working at the intersection of merchant needs and AI capabilities, you'll identify patterns that make our tools smarter, build knowledge that scales globally, and directly 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
• Posses executive-level written and verbal communication
• Critical thinking when context is incomplete, contradictory, or politically sensitive—without needing step-by-step scripts
• Ownership in 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, which may include 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 flexibility to adjust tone and language to the audience
• Proven ability to quickly ramp up to new tools and workflows
• Flexibility for varied scheduling as we 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. Experience 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 puts independence within reach for anyone with a dream to start a business. We propel entrepreneurs and enterprises to scale the heights of their potential. 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. This is putting the power of the few in the hands of the many, is a future with more voices rather than fewer, and is creating more choices instead of an elite option.

About you

Moving at our pace brings a lot of change, complexity, and ambiguity—and a little bit of chaos. Shopifolk thrive on that and are comfortable being uncomfortable. That means Shopify is not the right place for everyone.

Before you apply, consider if you can:

• Care deeply about what you do and about making commerce better for everyone
• Excel by seeking professional and personal hypergrowth
• Keep up with an unrelenting pace (the week, not the quarter)
• Be resilient and resourceful in face of ambiguity and thrive on (rather than endure) change
• Bring critical thought and opinion
• Put AI agents and tools to work on the tasks they're built for, and focus on the work only humans can do
• Embrace differences and disagreement to get shit done and move forward
• Work digital-first for your daily work

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

Shopifyhttps://www.shopify.com

We hire people, not resumes. If you think you’re right for the role, apply now.