Role Overview

• 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 track time accurately
• Systems & Documentation: Support end-to-end system architecture, ensuring stability, integrity, and clear documentation

Qualifications

• 2+ years experience in the Shopify ecosystem (theme configuration & customization, data manipulation & mapping, systems integrations etc.) or other similar platforms (Magento, BigCommerce etc.)
• Working knowledge of common third party integrations with eCommerce stores (EMM tools, product reviews platforms, payment gateways, CS tools etc..)
• Cross-functional work experience in a minimum of 2 of these areas: Product management, Project management, digital agency, business consulting, omnichannel retail, data analytics or digital marketing preferred.
• Able to communicate complex requirements to development team in an easy to understand manner with a general knowledge of standard web languages and their applications (HTML,CSS,JS,Liquid)
• Experience with agile working principles working with project teams, creating backlog, sprint and release plans that focus on efficiency and quality assurance
• Outstanding communication skills with the ability to strategize rapidly and are comfortable presenting your knowledge and ideas to internal and external stakeholders
• Problem-solving, analytical mindset with the ability to adapt quickly when faced with challenges
• Conduct and/or manage exploratory QA and user testing against requirements and abilities of the system, leveraging issue tracking softwares such as JIRA.
• A self-starter with the ability to work autonomously without a need for supervision

Benefits & Perks

• Ongoing professional development through training programs, certifications, and peer mentorship
• Hybrid work model depending on role, with a Granville Island office and free on-site parking
• Flexibility in work hours designed to accommodate appointments and personal responsibilities
• Comprehensive health and dental coverage in Canada, plus a health spending account
• Paid office closure between Christmas and New Year’s
• Regular team culture events, stocked office snacks, and a dog friendly workplace
• Performance based bonus opportunities for full-time employees

Teifi Digital, a Shopify Plus Platinum partner, excels in resolving complex e-commerce challenges. We focus on integrating large catalogs, sophisticated data frameworks, and legacy systems into seamless unified commerce and B2B solutions, delivering unparalleled customer experiences. Our skill in deploying Shopify Plus caters to top-tier merchants in manufacturing, parts, distribution, retail, and B2B, ensuring minimal technical debt and maximized e-commerce revenue.