Overnight Senior Support Specialist, Front-End Developer Support (Canada )

About The Role

In Support, our product is people. This includes our merchants, our partners, our team, and the success of the entire company we work for. We help people make money.

As a Senior Support Specialist in Developer Support at Shopify, you play a critical role in empowering entrepreneurs globally, going beyond merely answering technical queries to create memorable experiences that add value to their businesses. By handling complex issues through our Support channels, you not only address immediate needs but also enhance merchant success with custom solutions, particularly for our enterprise-level clientele. You'll join a team dedicated to impactful efficiency and are well-versed in Shopify's technology ecosystem, utilizing tools like Zendesk and Slack to provide timely assistance.

Working closely with various Shopify teams, including Core, Plus & Enterprise Support, and Merchant Success, you will deliver solutions and resolve issues related to merchants' and partners’ front-end technology stacks (think Online Storefront, Checkout Extensions, Notifications).

Note that this role requires availability for shifts starting from 7-11PM your local time and ability to work weekends. About Developer Support Developer Support is a Support Delivery team consisting of highly technical skilled Specialists and Experts, delivering impact and support to Shopify’s developer ecosystem (Merchants and Partners).

With technical skills in front-end and back-end development technologies, the Developer Support team provides support for Shopify’s technology ecosystem, predominantly focused on solving the technical problems of the platform’s largest merchants and partners, whilst also acting as the interface and review layer between third party and internal developers and the Shopify ecosystem.

In Developer Support we help people make more money by

building with Shopify

. We empower those in the Shopify ecosystem to push the boundaries of commerce and enhance merchant and buyer experiences through development technologies. Our mission is to drive business growth and success by providing world class technical support, innovative solutions, and collaborative expertise.

Key Responsibilities:

• Work with merchants, partners and/or their developers to resolve issues with their front-end technology stack in relation to Shopify and Developer Support’s scope (e.g. Online Storefront, Checkout Extensions, Notifications).
• Help merchants customize their Online Store either through consultation or implementation.
• Provide real-time support to internal stakeholder teams, including Plus & Enterprise Support Specialists and Merchant Success Managers, via Slack and other support tools.
• Collaborate with internal engineering teams to fix bugs and enhance Shopify's product offerings.
• Contribute to and enhance the Developer Support knowledge base, equipping Support Delivery teams to handle front-end technology queries effectively.
• Maintain high standards of technical expertise and service quality in all support interactions and within team projects.
• Actively engage and provide high-quality support to internal stakeholders, improving outcomes for merchants and partners.
• Use expertise to influence internal decisions and develop strategic solutions, applying complex decision-making skills and advocating for merchant and partner needs.

Qualifications

• Demonstrates exceptional reading, writing, typing, and communication skills, both internally and externally, with the ability to communicate complex web development topics clearly.
• Exhibits strong adaptability and resilience, responding well to adversity and capable of adjusting to changing environments and challenges.
• Highly curious, resourceful, and committed to continuous learning and understanding, with a keen interest in the experiences of merchants and partners.
• Proficient in engaging and empathizing with others during extended interactions on supported channels, managing multiple concurrent text conversations effectively.
• Excellent problem-solving, troubleshooting skills, and a methodical approach to addressing urgent issues, coupled with an openness to receiving feedback.
• Possesses in-depth knowledge and experience with front-end technologies such as HTML, CSS, JavaScript, CSS preprocessors, and front-end frameworks like React and Typescript.
• Skilled in using version control systems like Git, understands object-oriented programming principles, and has practical knowledge of building cross-browser compliant and responsive code.
• Enthusiastic about improving team efficiency through the development of standards and tools, and actively engages in crafting maintainable code as part of a colla