Technical Support Specialist (Ecommerce)

Location: Must have the right to work in the UK

Compensation: OTE £75,000 – £85,000

Company

hirify.global is a mobile commerce engine powering shopping experiences for Shopify's fastest-growing brands, processing over $15B in revenue for 200M+ shoppers worldwide.

What you will do

• Own the support queue end-to-end during European business hours, including triage, reproduction, and resolution.
• Debug issues across Shopify themes, APIs, React Native apps, and third-party integrations like Klaviyo and Algolia.
• Capture clean reproduction steps and scope tickets in Asana to enable rapid engineering response.
• Utilize AI tools for research and debugging, and contribute to automating support workflows.
• Train the AI agent (Fin) and maintain the Help Center to reduce repetitive human-led support.
• Provide product feedback based on merchant pain points to drive platform improvements.

Requirements

• Right to work in the UK is mandatory.
• 3 to 5 years of technical support experience in SaaS or ecommerce.
• Strong working knowledge of Shopify (themes, admin, APIs) and mobile app ecosystems (App Store/Google Play).
• Proficiency with helpdesk platforms (Intercom, Zendesk, or Gorgias) and ticketing tools (Asana or Jira).
• Experience troubleshooting web and native mobile issues using tools like Proxyman, Xcode, and browser dev tools.
• Ability to work standard UK hours with a 2-3 hour afternoon overlap with the US team.

Culture & Benefits

• Employer-contributed private medical insurance through a UK EOR.
• Workplace pension scheme.
• Flexible time off policy plus UK bank holidays.
• Home office stipend and quarterly merchant stipends.
• Remote-first environment with a lean, autonomous team structure.