Senior Support Specialist, Back-End Developer Support

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 [Employer hidden — sign up to reveal], 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 [Employer hidden — sign up to reveal]'s technology ecosystem, utilizing tools like Zendesk and Slack to provide timely assistance. Working closely with various [Employer hidden — sign up to reveal] teams, including Core, Plus & Enterprise Support, and Merchant Success, you will deliver solutions and resolve issues related to merchants' and partners’ back-end technology stacks (think [Employer hidden — sign up to reveal] APIs, SDKs, Checkout Extensions, Headless).

About Developer Support

Developer Support is a Support Delivery team consisting of highly technical skilled Specialists and Experts, delivering impact and support to [Employer hidden — sign up to reveal]'s developer ecosystem (Merchants and Partners). With technical skills in front-end and back-end development technologies, the Developer Support team provides support for [Employer hidden — sign up to reveal]'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 [Employer hidden — sign up to reveal] ecosystem.

In Developer Support we help people make more money by building with [Employer hidden — sign up to reveal]. We empower those in the [Employer hidden — sign up to reveal] 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 back-end technology stack in relation to [Employer hidden — sign up to reveal] and Developer Support’s scope (e.g. [Employer hidden — sign up to reveal] APIs, SDKs, Checkout Extensions, Headless).
• 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 [Employer hidden — sign up to reveal]'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.
• Proficient in API technologies including extensive experience with REST and GraphQL APIs, adept in utilizing API Clients like Postman or Insomnia, and well-versed in XML, JSON, and HTTP protocols.
• Skilled in server-side development using languages such as Ruby, Python, PHP, or Node.js, with a solid understanding of object-oriented programming, MVC frameworks, and data architecture, complemented by the ability to operate version control systems like Git.
• Competent in leveraging technical support tools such as Observe, SQL databases, and Chrome Developer Tools, capable of interpreting and executing development testing procedures, and experienced in managing complex codebases in collaborative environments.
• Enthusiastic about improving team efficiency through the development of standards and tools, and actively engages in crafting maintainable code as part of a collaborative development team.

About [Employer hidden — sign up to reveal]

Opportunity is not evenly distributed. [Employer hidden — sign up to reveal] 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 [Employer hidden — sign up to reveal] 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.