Product Support Specialist

Job description

Role Overview We are seeking a Product Support Specialist to own the day-to-day support experience for our clients. As the first line of support, you are an expert at understanding merchant needs, investigating issues, and educating merchants on the product. Our ticket volume is moderate but technically deep — success in this role looks less like high-volume queue clearing and more like consistently getting to the bottom of complex, configuration-specific problems. You'll work directly with our product and engineering teams as the liaison between merchants and the people who build the product. As a small and fast-growing team, you'll have the opportunity to build the processes that scale our support function. Key Responsibilities Frontline Support Own merchant requests in Intercom across in-app chat, email, and phone Run daily ticket triage: categorize, investigate, troubleshoot, resolve, or escalate Reproduce reported issues independently before escalating — in Shopify admin, on Shopify POS (iOS and Android), and in merchant stores via collaborator access Request and use Shopify collaborator access to investigate merchant configurations directly Escalation & SLA Maintain defined response times across P0–P3 priority levels during coverage hours Escalate to engineering with a documented reproduction, merchant impact, and priority File accurate Linear tickets against our ticket quality standard and keep merchants updated on status Provide specialized support for Shopify Flow configurations involving triggers and actions Communicate proactively with affected merchants during incidents, including workarounds and resolution updates Knowledge & Self-Service Own and maintain our knowledge base so merchants have current, accurate information Build and maintain reusable resources: guides, FAQs, macros, and onboarding templates Configure and continuously improve Fin, our AI support agent, to increase self-serve resolution Design self-service flows for bug reports, feature requests, and common question paths Product Feedback Track recurring issues and surface structured product feedback to the product team Identify churn risk early and escalate with context Partner with our implementations team on merchant handoff at go-live Qualifications 1–3 years in technical support, customer success, or implementation; SaaS or Shopify ecosystem strongly preferred Working knowledge of Shopify: how stores, apps, POS, inventory, and orders fit together Strong troubleshooting instincts — you investigate thoroughly before you escalate Clear, friendly written communication: you can guide a non-technical merchant through a setup problem and write a precise bug report in the same hour Organized and self-directed; you manage a queue without being chased Calm under pressure and comfortable with ambiguity and context-switching Available during North American business hours; Pacific or Mountain preferred Benefits & Perks Ongoing professional development through training programs, certifications, and peer mentorship Hybrid work model depending on role, with a Granville Island office and free on-site parking Flexibility in work hours designed to accommodate appointments and personal responsibilities Comprehensive health and dental coverage in Canada, plus a health spending account Paid office closure between Christmas and New Year’s Regular team culture events, stocked office snacks, and a dog friendly workplace Performance based bonus opportunities for full-time employees We are an equal opportunity employer and love diversity at our company! We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status. About Teifi Teifi Digital, a Shopify Plus Platinum partner, excels in resolving complex e-commerce challenges. We focus on integrating large catalogs, sophisticated data frameworks, and legacy systems into seamless unified commerce and B2B solutions, delivering unparalleled customer experiences. Our skill in deploying Shopify Plus caters to top-tier merchants in manufacturing, parts, distribution, retail, and B2B, ensuring minimal technical debt and maximized e-commerce revenue. An AI-Forward Workplace AI is embedded in how we work. Our team regularly uses AI tools to enhance productivity, streamline processes, and deliver better outcomes. Candidates joining us should be comfortable leveraging AI as part of their day-to-day workflow and open to developing their skills as these tools evolve. Familiarity with AI tools is a plus; a willingness to learn and adapt is a must. As part of our hiring process at Teifi Digital, any offer of employment is conditional upon the successful completion of a background check.