Escalated Technical Support Guru


Company Type

WHAT IS A LEVEL 3 TECHNICAL SUPPORT GURU? The Guru team at Shopify supports shop owners around the clock on the telephone and through email and chat. As a Technical Support Guru, you’re the last line of defence in support. The most difficult, complex issues are no match for your skills. You will own the issue until it is resolved, even if it takes days, weeks, or months. A perfect match for this role is someone who has great troubleshooting and analytical skills, has used Ruby on Rails to build a previous project, and has a curious mind for how things work and what makes them tick. Shopify moves at incredible speeds. Our Level 3 agents are masters of the product-- they know it from top to bottom and inside out-- and they are regularly in the Shopify codebase solving obscure mysteries and fixing bugs. WHO ARE WE LOOKING FOR? You have a track record of positive customer-facing service experience. We want to hear all about your freelance work with business clients, working in retail, etc. You learn through osmosis… well, not really, but you pick up new things pretty darn quickly. Your game is more Steve Nash than Lebron James - you understand what it means to be on a team and will do whatever is needed to help your teammates succeed. You don’t run from challenges, you tackle tough issues head-on. Problem-solving is your forte. When things break, you’re the one that coworkers, friends and family turn to for troubleshooting help. You’ve got an eye for detail. Prove it to us - address your cover letter to Ms. Ruby. When you learn something new, you progress quickly from grasshopper to sensei - and you’re constantly after new things to learn. You’ve got an awesome sense of humour. You’re dependable and adaptable, like a human swiss army knife. You can communicate complex technical concepts simply and clearly to anyone. You have worked with SQL databases (for work or for fun, and yes, we think SQL is fun). You have experience working with Ruby on Rails (can be personal or work-related). IT WOULD BE GREAT IF YOU HAVE: worked in technical support in a tech company experience using Chrome Developer Tools made open source contributions experience with version control (Github, or Git, ideally) front-end development experience (HTML, CSS, etc.) an understanding of RESTful APIs and JSON/XML knowledge or experience working with a SaaS system an understanding of HTTP protocol and DNS HOW TO APPLY: Cover letters addressed to Sir/Madam, Hiring Manager, or “To whom it may concern” will instantly trigger spinning beachballs of death to show up on our laptops. Links to anything you’re working on, websites, github, etc. A link to the funniest thing you’ve seen on the internet lately.

Read Full Description
Confirmed 30+ days ago. Posted 30+ days ago.

Discover Similar Jobs

Suggested Articles