Developer Support is a Support Delivery team consisting of highly technical skilled Specialists, providing direct support to merchants, partners, and developers while working closely with the broader Support organization and product teams. With technical skills in front-end and back-end development technologies, the Developer Support team provides support for Shopify’s technology ecosystem, predominantly focused on solving the technical problems of the platform’s largest merchants and partners, whilst also acting as the interface and review layer between third party and internal developers and the Shopify ecosystem.
In Developer Support we help people make more money by building with Shopify. We empower those in the Shopify ecosystem to push the boundaries of commerce and enhance merchant and buyer experiences through development technologies. Our mission is to drive business growth and success by providing world class technical support, innovative solutions, and collaborative expertise.
Responsibilities
What you'll be doing
Offer support directly to merchants, partners, and developers on both front-end and back-end issues related to Shopify, ensuring quick and effective resolution aligned with Developer Support’s scope.
Contribute to internal real-time support through platforms like Slack, enabling efficient problem-solving and decision-making.
Identify and address root causes of problems, enhancing the overall team’s understanding and effectiveness in troubleshooting.
Provide coaching and mentorship, leveraging your technical expertise, helping to cultivate a skilled and knowledgeable team.
Work collaboratively across various internal teams to resolve bugs, improve product offerings, and participate in broad-scope projects, maintaining focus on strategic priorities and merchant satisfaction.
Actively advocate for Enterprise merchants, emphasizing their needs' urgency and complexity, ensuring solutions are prioritized appropriately.
Design and build products and solutions within your area of expertise, share best practices and in-depth knowledge by maintaining internal documentation.
Assist in strategy development and decision-making processes by utilizing technical expertise, fostering an environment where Shopify’s values and growth mindset thrive.
Qualifications
Who we're looking for
Proficient in API technologies including extensive experience with REST and GraphQL APIs, adept in utilizing API Clients like Postman or Insomnia, and well-versed in XML, JSON, and HTTP protocols.
Skilled in server-side development using languages such as Ruby, Python, PHP, or Node.js, with a solid understanding of object-oriented programming, MVC frameworks, and data architecture, complemented by the ability to operate version control systems like Git.
Competent in leveraging technical support tools such as Observe, SQL databases, and Chrome Developer Tools, capable of interpreting and executing development testing procedures, and experienced in managing complex codebases in collaborative environments.
Demonstrates exceptional reading, writing, typing, and communication skills, both internally and externally, with the ability to communicate complex web development topics clearly.
Exhibits strong adaptability and resilience, responding well to adversity and capable of adjusting to changing environments and challenges.
Highly curious, resourceful, and committed to continuous learning and understanding, with a keen interest in the experiences of merchants and partners.
Proficient in engaging and empathizing with others during extended interactions on supported channels, managing multiple concurrent text conversations effectively.
Excellent problem-solving, troubleshooting skills, and a methodical approach to addressing urgent issues, coupled with an openness to receiving feedback.
Enthusiastic about improving team efficiency through the development of standards and tools, and actively engages in crafting maintainable code as part of a collaborative development team.
About the discipline
Support at Shopify
Every discipline at Shopify works close to real merchant problems. You'll join a team that owns meaningful scope, ships to a high bar, and helps millions of entrepreneurs start, run, and scale their businesses.
Growth and rewards
Mastery-matched compensation.
~Mastery
At Shopify, getting better at your craft and increasing your impact is how you grow. Twice a year, we assess both in our ~Mastery cycle, Shopify’s performance review. Achieving higher ~Mastery is a promotion, and when you earn a promotion your total rewards grow with it. Crafter and manager are equal paths, so you can pursue excellence in the craft you’re best at.
Total Rewards
With Flex Comp, your Rewards Wallet gives you agency over your compensation mix. Adjust your mix of cash, restricted share units, and stock options (including programs like Long-Term Equity)* to where it makes sense for you, and mix it up anytime as life and priorities change. Buying a house? Want more skin in the game? Just experimenting? It’s your call.
* Flex Comp program offerings vary based on location, role, and employment type. Full details are set out in our Terms & Conditions and related plan documents.
Built for real life
Room for the rest of your life.
Flexible work, remote by design
A flexible vacation policy means most Shopifolk can take the vacation days they feel they need to recharge.
If a change of everyday scenery is more your jam, Destination 90 means you can work from (almost) anywhere in the world for 90 days of the year.
Your setup
Your battlestation is your home base. Request the desk, chair, and AV gear you need to get shit done.
You need ‘em, we’ve got ‘em. Our health and welfare benefits may include health, dental, vision, disability, and life insurance depending on your country. If you’re in a country without a package, you'll receive a monthly allowance. We also offer mental health support for you and your dependents, including immediate and confidential services like counseling and coaching sessions.
Family support
We offer fertility benefits globally, along with paid parental leave to welcome a new family member.
Applying to work here
Show us your craft.
The Life Story is how we understand the themes of your career journey so far, human to human. What you’ve learned, and how you made a difference. Show us the trophies and the bruises: the problems you’ve solved, the challenges you encountered, the decisions you made, and the lessons you learned along the way.
Developer Support Expert employer: Shopify Inc.
At Shopify Inc., we pride ourselves on fostering a dynamic and inclusive work culture that empowers our employees to thrive. As a Solutions Architect, you will benefit from continuous professional development opportunities, collaborative teamwork, and the chance to make a significant impact in the rapidly evolving e-commerce landscape. Located in a vibrant tech hub, our office offers a stimulating environment where innovation is encouraged, and your contributions are valued.
