Technical Account Manager, Enterprise West

About The Role

Join Shopify as a Technical Account Manager, Enterprise West and be the primary technical contact for our enterprise merchants on the West Coast. In this role, you'll simplify complex environments and take actionable steps to support these merchants, leveraging your extensive knowledge and customer-facing skills. Act as a critical bridge between Shopify and our enterprise merchants, driving product adoption and innovation. You'll work with some of the most influential companies worldwide, helping them harness the power of Shopify to transform their business.

Key Responsibilities

• Provide strategic technical guidance to merchants, enhancing application health and aligning with business roadmaps.
• Develop and maintain close relationships with merchants, increasing adoption and utilization of Shopify products.
• Lead discussions with senior merchant leadership on technical strategy and incident management.
• Deliver real-time support during high-stakes events and manage cross-functional project timelines.
• Own the technical relationship with strategic clients, advocating for merchant needs to influence the product roadmap.
• Design solutions and demonstrate the platform’s value to technical and non-technical clients.
• Anticipate merchant needs, transitioning from reactive to proactive service delivery.
• Manage on-site engagements, conduct technical health reviews, and support critical launches.

Qualifications

We are looking for individuals with experience in Account Management, Solutions Engineering, or Technical Support, especially with a background in ecommerce, IT services, sales, consulting, or project management. A proven track record working with commerce customers in D2C, Retail, or B2B is essential, along with a solid understanding of technical strategy for commerce businesses. Strong communication and project management skills are required, as is the ability to work effectively with cross-functional teams and travel for customer on-site visits (15-25%).

Technical proficiency is critical, including skills in Grafana/Splunk queries, GitHub, SQL/BigQuery, web technologies (HTML, CSS), HTTP Protocol, DNS/Domains, SSL provisioning, RESTful APIs, GraphQL, and JSON/XML. Familiarity with Liquid, development lifecycles, and version control systems (git/Github) is also important. Experience with Bugsnag and Observe dashboards and an understanding of the Shopify platform for decision-making will be highly valued.

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.

Key skills/competency

• Technical Account Management
• Ecommerce Strategy
• Client Relationship Management
• Product Adoption
• API Integration
• Cloud Monitoring (Grafana/Splunk)
• SQL & BigQuery
• Web Technologies (HTML/CSS)
• Project Management
• Incident Management