Developer Support Expert

About Developer Support

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:

• Possesses in-depth knowledge and experience with front-end technologies such as JavaScript, HTML, CSS, CSS preprocessors, and front-end frameworks like React and Typescript.

• 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.

• Skilled in using version control systems like Git, understands object-oriented programming principles, and has practical knowledge of building cross-browser compliant and responsive code.

• 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.