Tech Support Specialist (Shopify)

TL;DR

Tech Support Specialist (Alia Shopify): Assist customers with setup and resolve technical issues requiring web development knowledge with an accent on troubleshooting, product configuration, and building self-serve documentation. Focus on handling urgent issues quickly, explaining concepts to non-technical users, and escalating bugs with clear reproduction steps.

Company

hirify.global builds Alia, an AI-powered popup solution exclusively for Shopify that helps eCommerce brands capture high-quality email/SMS subscribers and deliver personalized customer journeys.

What you will do

• Troubleshoot and resolve customer technical issues efficiently
• Guide customers through product setup and configuration
• Respond quickly to urgent issues and ensure full resolution
• Write and maintain help documentation for recurring issues and setups
• Escalate bugs and product issues to engineering with clear steps

Requirements

• Strong written and spoken English
• Strong web development fundamentals: HTML, CSS, JavaScript, DevTools, networking basics, web vitals
• Patient and customer-focused; explain technical concepts clearly to non-technical users
• Stay calm and effective under time pressure

Nice to have

• Shopify experience, especially themes
• Prior experience in technical support or solutions roles
• Experience writing public-facing technical documentation

Hiring process

• 30 min intro call with Head of CS to assess support skills/experience
• 30 min live technical assessment with CTO
• 30 min final interview with CCO