Technical Support Engineer (Shopify)

Overview

Technical Support Engineer role at Intelligems, helping e-commerce clients understand, use, and troubleshoot its A/B testing and personalization platform.

What you'll do

• Deliver a best-in-class customer experience by responding promptly to customer inquiries
• Troubleshoot technical issues, identify root causes, and offer solutions or escalate when needed
• Become a product expert so you can answer questions quickly and accurately
• Manage 20–30 open customer conversations at a time
• Own follow-ups and ensure all tickets are resolved in a timely manner
• Collaborate with internal teams on escalated or complex issues
• Spot trends in support issues and share insights with product, tech, and ops
• Contribute to internal knowledge-sharing (documentation, training, etc.)

What you'll need

• Proven experience in technical/customer/merchant support or a related role
• Experience in e-commerce (Shopify), SaaS, or analytics
• Excellent communication and problem-solving skills
• Ability to multitask, stay organized, and manage time effectively
• Comfortable wearing many hats and juggling priorities
• Comfortable with providing weekend support

Nice to have

• Familiarity with tools like Tableau, Looker, SQL, or BI platforms

Details

• Location: The Philippines (Remote)
• Reports to the Support & Implementation Manager
• Communicates with customers daily via email, Slack, and chat
• Weekend support required