Support Analyst

As a Support Analyst, you will be responsible for proactively working with our cross‑functional teams including UX/UI designers, project managers, developers and merchants on a wide range of scenarios including providing SLA support for critical issues, analyzing and understanding merchant business requirements, training merchants on new technology, and collaborating with our UX design & development teams to optimize stores that solve our merchant’s needs and deliver a seamless experience to the end‑user.

Key Responsibilities

• Client Support & Communication: Own client communications and manage end‑to‑end Shopify support requests
• Issue Triage & Resolution: Diagnose and resolve issues across Shopify, third‑party apps, and integrated systems
• SLA Management: Meet defined response times, from 2 hours for critical issues to 1 week for low‑priority items
• Sprint Planning & Delivery: Participate in agile sprints, manage tickets, and tr...