Senior Shopify Support Engineer (Client-Facing Storefront Operations)

About the Role

We support a large-scale Shopify retail operation spanning hundreds of storefronts and are looking for a highly technical Shopify operator who can combine deep technical troubleshooting skills with exceptional client-facing communication.

This role sits at the intersection of Shopify operations, technical support, customer experience, quality assurance, and engineering. You will investigate storefront issues, identify root causes, communicate findings and recommendations to client partners, complete low-risk fixes directly within Shopify, and coordinate larger technical issues with engineering teams.

The ideal candidate is comfortable acting as a trusted technical partner for clients. You can translate technical findings into clear business impact, ask effective discovery questions, provide proactive updates, and help clients understand both immediate resolutions and long-term improvements.

Schedule and Availability

This role requires coverage for a weekend-based shift schedule, expected to be Thursday through Monday.

Why Join Us

For more than 15 years, our leadership team has partnered with thousands of talented professionals across the Philippines to build and support high-performing teams serving global clients.

We believe exceptional careers are built through long-term relationships, continuous learning, and sustainable growth. This role offers the opportunity to work directly with US-based operators, engineers, and ecommerce leaders while developing expertise across Shopify, storefront operations, technical troubleshooting, client communication, and large-scale ecommerce systems.

Responsibilities

• Review and audit Shopify storefronts to identify issues affecting customer experience, merchandising, pricing, checkout flows, integrations, content, and site functionality.

• Serve as a technical point of contact for client partners, providing updates, clarifying requirements, and communicating issue resolution progress.

• Conduct client discovery conversations to understand reported issues, business impact, urgency, and desired outcomes.

• Investigate storefront, theme, catalog, inventory, and integration issues and determine root causes.

• Explain technical issues and solutions clearly to both technical and non-technical stakeholders.

• Resolve issues directly within Shopify and related platforms.

• Create detailed bug reports, reproduction steps, impact assessments, and technical escalation tickets for engineering teams.

• Work closely with QA, engineering, merchandising, and operations teams to drive issues through resolution.

• Support storefront launches, feature rollouts, platform enhancements, and operational changes.

• Provide proactive recommendations to improve storefront reliability, customer experience, and operational efficiency.

• Track issues through resolution, maintain client visibility, and validate fixes before closure.

• Contribute to operational documentation, troubleshooting guides, and knowledge-sharing initiatives.

• Identify recurring issues across multiple storefronts and help improve processes, documentation, and quality standards.

Requirements

• 4+ years of experience supporting Shopify and ecommerce storefronts in a technical capacity..

• Experience providing customer support or client support through chat, email, and/or phone.

• Strong experience with Shopify Admin and Shopify storefront operations.

• Demonstrated ability to communicate directly with clients, gather requirements, and manage expectations.

• Strong written and verbal communication skills with the ability to explain technical concepts clearly.

• Working knowledge of Liquid, HTML, CSS, JavaScript, and browser developer tools.

• Experience troubleshooting storefront, theme, integration, catalog, inventory, or checkout-related issues.

• Ability to investigate root causes and independently diagnose technical problems.

• Experience creating detailed bug reports and collaborating with engineering teams.

• Experience managing multiple priorities and supporting multiple storefronts simultaneously in a fast-paced environment.

• Strong ownership and accountability from issue identification through resolution.

What Success Looks Like

In this role, you become a trusted technical operator and client partner helping maintain the health and quality of a large-scale Shopify ecosystem.

Success means consistently identifying root causes, resolving issues efficiently, reducing recurring incidents, communicating clearly with clients, and helping deliver a reliable ecommerce experience across hundreds of storefronts.

You are successful when clients trust your technical judgment, understand the status and impact of issues, and view you as a proactive partner in improving their storefront operations.

Ideal Candidate

You've supported multiple Shopify storefronts within a Shopify agency, ecommerce agency, implementation partner, ecommerce brand, or technical support environment.

You are equally comfortable troubleshooting technical issues and speaking directly with clients. You can investigate a problem, explain what happened, recommend next steps, and coordinate resolution across technical and business teams.

You take ownership of issues from discovery through resolution, enjoy solving complex problems, and understand that exceptional technical support requires both strong technical execution and excellent communication.

What We Value

• Ownership and accountability

• Client-first mindset

• Clear and proactive communication

• Continuous learning and professional growth

• Long-term thinking

• High-quality, sustainable work

• Team-first collaboration

• Curiosity and problem solving

Please fill out this intake form to be considered for the position: https://forms.gle/d7L7G5phGcNfMbUA8