Shopify Technical Support Specialist

Job Title: Shopify Technical Support Specialist
Location: Remote, Full-time
Timings: US PST Shift (Night Shift 9 pm to 6 am IST)

About Atidiv:
Atidiv is a dynamic organization specializing in process outsourcing to empower internet businesses. With a robust back office designed for seamless operations, we prioritize efficiency and productivity. Our Trust and Safety unit ensures platform integrity, implementing stringent measures for a secure online environment. With a workforce of over 700 individuals, Atidiv operates in India and the Philippines, offering expertise in Content Moderation, Customer Service, Digital Marketing, Data Science, IT Service, and Content Services. With a proven track record, we have served over 40 global clients, showcasing our commitment to delivering cutting-edge solutions worldwide.

Job Summary
We are hiring for a Technical Support Specialist who understands ecommerce, enjoys solving technical problems, and can work directly with customers to get issues resolved quickly. You will sit between our customers, Customer Success, Product, and Engineering owning technical questions from initial investigation through resolution.

Key Responsibilities

• Own incoming technical support requests from customers via Slack and different support channels.
• Troubleshoot issues across landing pages, tracking, integrations, and third-party apps.
• Reproduce customer-reported issues to determine the root platform cause.
• Resolve issues independently and escalate genuine product bugs to Engineering.
• Provide clear reproduction steps, expected behavior, logs, and screenshots.
• Help customers configure Shopify setups, products, variants, and selling plans.
• Guide clients on Shopify Markets, custom scripts, pixels, and integrations.
• Troubleshoot ecommerce integrations including analytics, advertising pixels, and subscriptions.
• Manage tools for reviews, email/SMS marketing, and user consent.
• QA customer implementations and new platform functionality before launch.
• Connect with customers via live calls or screen shares.
• Identify recurring support issues to improve the core product.
• Create internal documentation and Help Center troubleshooting articles.

Key Requirements

• 3+ years of technical support or implementation experience.
• Prior customer-facing technical background at a SaaS/ecommerce company.
• Strong hands-on experience with the Shopify ecosystem.
• Familiarity with storefront carts, checkouts, discounts, and themes.
• Experience troubleshooting GTM, GA4, Meta Pixel, and TikTok Pixel.
• Experience managing integrations like Klaviyo, Yotpo, Okendo, or Judge.me.
• Proficiency using browser developer tools for debugging.
• Ability to read basic HTML, CSS, and JavaScript.
• Familiarity with APIs, webhooks, JSON, cookies, and parameters.
• Mastery of network requests and conversion tracking events.
• Excellent written and spoken English communication skills.
• Ability to translate technical issues for marketers and engineers.
• Strong troubleshooting instincts without relying on immediate escalation.
• Highly organized mind capable of managing multiple issues simultaneously.
• Comfort working independently within a fast-moving startup environment.

Must Have

• Previous experience at a Shopify, ecommerce, or SaaS technology company.
• Familiarity with ecommerce, marketing, analytics, experimentation, and customer engagement tools commonly used by online brands.
• Experience troubleshooting integrations, tracking, attribution, analytics, pixels, conversion flows, or third-party applications.
• Familiarity with APIs, webhooks, browser developer tools, and other technical debugging tools.
• Experience working directly with ecommerce brands, agencies, marketers, or performance teams.