Enterprise Support Specialist (Canada )
Shopify · Canada
- Hybrid
- Full-time
- CA$75,000 / year
- Canada
Job highlights
- Overnight Enterprise Support Specialist role.
- Build future of AI-powered commerce.
- Solve complex merchant problems rapidly.
- Influence commerce evolution with insights.
- Requires strong technical and communication skills.
About the role
About The Role
This is an overnight position. Shopify operates 24/7 to support merchants around the world, and this role is specifically designed to cover overnight hours. We are targeting a June 1st start date.
This is where support becomes innovation. At Shopify, our Enterprise Support Specialists are building the future of AI-powered commerce to help merchants win every day. We need people who can solve complex problems at lightning speed, elevate their teammates, and turn merchant feedback into breakthrough improvements.
You won't just answer questions—you'll shape how millions of businesses succeed. Working at the intersection of merchant needs and AI capabilities, you'll identify patterns that make our tools smarter, build knowledge that scales globally, and directly influence how commerce evolves. In this high-energy role, every insight matters and every day brings new challenges worth solving.
Key Responsibilities:
- Deliver exceptional, executive-level support to merchants via chat, messaging, and phone
- Collaborate with peers to share learnings, best practices, and solutions, raising the team’s collective expertise
- Possess executive-level written and verbal communication
- Critical thinking when context is incomplete, contradictory, or politically sensitive—without needing step-by-step scripts
- Ownership in ambiguous, high-stakes situations
- Master technical systems and translate complex concepts into clear guidance
- Leverage AI tools to enhance problem-solving and improve our knowledge base
- Continuously refine help documentation through our knowledge-centered service model
- Adapt across products and channels, supporting merchants wherever needed
Qualifications:
- Background in premium support offerings, technical customer support, technical account management, or engineering-adjacent support in high-stakes, high-touch environments (enterprise B2B, platform/SaaS, payments, or commerce technology strongly preferred).
- A documented track record of owning complex issues, which may include incidents involving third parties, ambiguous scope, and executive visibility—until resolution or correct handoff.
- Proven ability to learn technical skills
- Experience mentoring, coaching, or raising the bar for peers
- Strong technical troubleshooting abilities (certifications are a major plus)
- Hands-on experience with AI tools and genuine excitement about new tech
- Enhanced, executive communication skills with the flexibility to adjust tone and language to the audience
- Proven ability to quickly ramp up to new tools and workflows
- Flexibility for varied scheduling as we support merchants around the clock
- Familiarity with web fundamentals (HTTP, DNS, SSL), API concepts (REST, GraphQL), and front-end basics (HTML, CSS, templating) is an asset. Experience reading logs or querying data to troubleshoot is a bonus, not a requirement.
Ready to help merchants win? Let's build the future of commerce together.
About Shopify
Opportunity is not evenly distributed. Shopify puts independence within reach for anyone with a dream to start a business. We propel entrepreneurs and enterprises to scale the heights of their potential. Since 2006, we’ve grown to over 8,300 employees and generated over $1 trillion in sales for millions of merchants in 175 countries.
This is life-defining work that directly impacts people’s lives as much as it transforms your own. This is putting the power of the few in the hands of the many, is a future with more voices rather than fewer, and is creating more choices instead of an elite option.
About You
Moving at our pace brings a lot of change, complexity, and ambiguity—and a little bit of chaos. Shopifolk thrive on that and are comfortable being uncomfortable. That means Shopify is not the right place for everyone.
Before you apply, consider if you can:
- Care deeply about what you do and about making commerce better for everyone
- Excel by seeking professional and personal hypergrowth
- Keep up with an unrelenting pace (the week, not the quarter)
- Be resilient and resourceful in face of ambiguity and thrive on (rather than endure) change
- Bring critical thought and opinion
- Put AI agents and tools to work on the tasks they're built for, and focus on the work only humans can do
- Embrace differences and disagreement to get shit done and move forward
- Work digital-first for your daily work
We may use AI-enabled tools to screen, select, and assess applications. All AI outputs are reviewed and validated by our recruitment team.
Key skills/competency
- Enterprise Support Specialist
- AI-powered commerce
- Complex problem-solving
- Merchant support
- Technical troubleshooting
- Customer relationship management
- Technical account management
- SaaS support
- AI tools
- Customer feedback analysis
Skills & topics
- Enterprise Support Specialist
- Customer Support
- Technical Support
- AI
- SaaS
- E-commerce
- Customer Success
- Technical Account Management
- Overnight Shift
- Problem Solving
How to get hired
- Tailor your resume: Highlight your experience in premium support, technical customer support, or TAM roles, emphasizing enterprise B2B, SaaS, or commerce technology. Showcase your track record of owning complex issues and mentoring peers.
- Craft a compelling application: Clearly articulate your ability to handle high-stakes, ambiguous situations, and your passion for AI and new technologies. Demonstrate your executive-level communication skills.
- Prepare for technical interviews: Brush up on web fundamentals (HTTP, DNS, SSL), API concepts (REST, GraphQL), and front-end basics (HTML, CSS). Be ready to discuss your experience with AI tools and troubleshooting methodologies.
- Demonstrate cultural fit: Emphasize your resilience, resourcefulness, comfort with ambiguity and change, and your drive for hypergrowth and continuous learning.
Technical preparation
Behavioral questions
Frequently asked questions
- What are the specific overnight hours for the Enterprise Support Specialist role at Shopify?
- While the exact overnight hours can vary, this role is designed to cover 24/7 support operations, so expect to work during nighttime hours. Shopify's global operations require continuous coverage, and this position is key to that effort. Specific shift details will be discussed during the interview process.
- How does Shopify use AI in the Enterprise Support Specialist role?
- Shopify leverages AI tools to enhance problem-solving capabilities and improve the knowledge base. As an Enterprise Support Specialist, you'll be expected to use these AI tools to assist merchants more effectively and contribute to refining them based on your insights and merchant feedback.
- What kind of merchant issues can I expect to handle as an Enterprise Support Specialist?
- You'll handle complex, high-stakes issues for enterprise merchants, requiring critical thinking and ownership. This can include incidents with third parties, ambiguous scope, and situations with executive visibility. The goal is to provide executive-level support and drive solutions.
- Is prior experience with specific AI tools required for the Enterprise Support Specialist position?
- Hands-on experience with AI tools is strongly preferred, along with a genuine excitement for new technology. While specific tool experience isn't always mandatory, a proven ability to quickly learn and adapt to new tools, including AI-powered ones, is essential.
- What does Shopify mean by 'executive-level support'?
- 'Executive-level support' implies providing a high-touch, high-quality service to our enterprise clients. This involves clear, concise, and professional communication, strategic problem-solving, and a deep understanding of their business needs and potential impact.
- How does Shopify foster team collaboration and knowledge sharing for Enterprise Support Specialists?
- Collaboration is key. You'll work with peers to share learnings, best practices, and solutions. Shopify utilizes a knowledge-centered service model, encouraging continuous refinement of help documentation and collective expertise to elevate the team's overall performance.
- What are the opportunities for professional growth as an Enterprise Support Specialist at Shopify?
- Shopify emphasizes hypergrowth. As an Enterprise Support Specialist, you'll have opportunities to master technical systems, influence product development through feedback, and potentially mentor peers. The fast-paced environment and focus on innovation foster significant professional development.