Technical Support Specialist

TL;DR

Technical Support Specialist (Shopify/SaaS): Supporting merchants using a scalable subscription platform by troubleshooting technical issues, managing support conversations, and improving self-service resources with an accent on merchant experience, issue triage, and product quality. Focus on resolving complex support cases, collaborating with engineering and product teams, and testing new features before launch.

Location: Remote

Company

hirify.global provides a subscription platform for Shopify brands, focused on simplifying subscription commerce and improving merchant and customer experiences.

What you will do

• Manage inbound email and chat support tickets and triage technical issues from merchants.
• Provide clear, timely support and join Zoom calls when needed.
• Collaborate with engineering to troubleshoot and escalate complex issues.
• Keep merchants updated throughout the resolution process.
• Perform QA on new features and identify bugs before launch.
• Contribute to documentation and help center updates.

Requirements

• 2–4+ years of technical or customer support experience in a SaaS company.
• Professional experience with Shopify is required.
• Strong written communication and a calm, customer-first mindset.
• Familiarity with Zendesk, Slack, Linear, Notion, or similar tools.
• Ability to manage multiple conversations and stay organized under pressure.

Nice to have

• Experience in ecommerce or subscription businesses.
• Experience working with APIs.

Culture & Benefits

• Remote-first work with flexible hours and an async-focused environment.
• High-impact work directly supporting merchant success.
• Collaborative, transparent, and low-ego team culture.
• Competitive salary, equity, and benefits.
• Parts of the hiring process may use AI-assisted application and assessment tools, with final decisions made by people.