Solutions Analyst, Support

Job description

Role Overview As a Solutions Analyst on Teifi Digital's Support team, you're the technical backbone of our managed accounts. You'll maintain deep technical context across a portfolio of established accounts, lead discovery on incoming requests, structure work into sprint-ready tickets, and partner with engineering to ship iterative improvements that keep stores stable and growing. This role blends the analytical rigour of solution design with the relationship continuity of account ownership. You're expected to make technical calls, catch edge cases before they become production issues, and raise the quality bar on everything that moves through the support backlog. Key Responsibilities Technical Account Ownership Maintain a current understanding of each client's business, Shopify environment, architecture, integrations, data flows, and roadmap. Identify technical debt, platform risks, integration constraints, and opportunities for optimisation across assigned accounts. Preserve continuity by documenting key architecture, decisions, dependencies, and account-specific context. Ticket Quality & Sprint Readiness Turn approved solutions into build-ready tickets with clear context, scope, acceptance criteria, dependencies, and test considerations. Break small-to-medium projects into appropriately sequenced issues that feed sprint planning. Keep assigned backlogs refined, prioritised, and ready for estimation. Partner with Engineering to validate feasibility, estimates, and sequencing. Flag unclear requirements, scope changes, blockers, and unresolved dependencies before work begins. Platform Configuration & Design Configure Shopify settings, flows, apps, metafields, and platform features required to deliver the solution's functional requirements. Add build-ready annotations to designs so developers have the technical detail behind each screen and component. Document how data fields and structures in source systems map to the target solution for integrations and migrations. Client Communication & Demos Lead or support discovery sessions, technical discussions, solution reviews, and sprint demos with clients. Explain technical concepts and trade-offs clearly to non-technical stakeholders. Build trust by providing practical guidance rather than simply capturing client requests. Communicate risks, blockers, scope changes, and dependencies early. Qualifications Several years' experience as a Solutions Analyst, Senior Business Analyst, Technical BA, Product Owner, or similar role on eCommerce or systems integration projects. Strong working knowledge of the Shopify Plus ecosystem: apps, metafields, Flow, app proxies, and checkout extensibility. Demonstrated ability to write detailed specifications a developer can build from without back-and-forth. Fluency with integration concepts: REST and GraphQL APIs, webhooks, authentication, data synchronization, and field-level mapping between systems. Confident presenting to clients, including demoing work and explaining technical decisions in plain language. Ability to convert ambiguous business needs into clear, feasible implementation plans. Comfortable managing technical context and priorities across multiple accounts simultaneously. Self-starter who can work independently and manage competing priorities across concurrent support engagements. 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, color, 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.