[All remote jobs](https://jobicy.com/jobs.md)[![Fresh Prints logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/d38b1af3-221.jpeg)](https://jobicy.com/company/fresh-prints.md)[Fresh Prints](https://jobicy.com/company/fresh-prints.md) # Technical Support Engineer (Shopify) Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/fresh-prints.md)ShareRemote from[Philippines](https://jobicy.com/job-region/philippines.md)SalaryUndisclosedDepartment[Technical Support](https://jobicy.com/categories/technical-support.md)EmploymentFull TimeExperienceOpen levelPublished1 Nov 2026Apply before1 Dec 2026Listing views44Application actions1Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. AI Summary ## The role, at a glance. This Technical Support Engineer role supports Shopify and e-commerce clients using a profit-optimization and experimentation platform. The employee will troubleshoot product issues, identify root causes, manage 20–30 active customer conversations, and coordinate escalations with internal teams. Strong written communication, customer empathy, organization, and SaaS or e-commerce support experience are central to success. Familiarity with Shopify, analytics tools, SQL, Tableau, Looker, or other BI platforms is beneficial, and the role includes weekend support. The position is a full-time remote opportunity for candidates in the Philippines. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 4/5EasyHard ### Pace & Pressure 5/5RelaxedFast-paced ### Autonomy Level 4/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThe role combines high-volume customer communication with technical troubleshooting, product expertise, and cross-functional escalation management. Handling 20–30 concurrent conversations while maintaining timely, accurate resolutions requires strong prioritization and independent judgment. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job median (per year)Market rate$25,000US market range (per year)$18k–$35k0$38.50k AI insightThe yearly pay period is inferred from the job context; it was not explicitly stated by the employer. No employer pay range was disclosed. The annual USD figures are AI estimates for a full-time Philippines-based technical support engineer with Shopify/SaaS support responsibilities and are not verified employer compensation. ## Core skills Skills and capabilities most closely associated with this opportunity. [Technical support](https://jobicy.com/jobs?search_keywords=Technical%20support.md)[Shopify](https://jobicy.com/jobs?search_keywords=Shopify.md)[SaaS support](https://jobicy.com/jobs?search_keywords=SaaS%20support.md)[Customer communication](https://jobicy.com/jobs?search_keywords=Customer%20communication.md)[Troubleshooting](https://jobicy.com/jobs?search_keywords=Troubleshooting.md)[Root cause analysis](https://jobicy.com/jobs?search_keywords=Root%20cause%20analysis.md)[Ticket management](https://jobicy.com/jobs?search_keywords=Ticket%20management.md)[E-commerce](https://jobicy.com/jobs?search_keywords=E-commerce.md)[SQL](https://jobicy.com/jobs?search_keywords=SQL.md)[Business intelligence](https://jobicy.com/jobs?search_keywords=Business%20intelligence.md)[Tableau](https://jobicy.com/jobs?search_keywords=Tableau.md)[Looker](https://jobicy.com/jobs?search_keywords=Looker.md)[Documentation](https://jobicy.com/jobs?search_keywords=Documentation.md)[Escalation management](https://jobicy.com/jobs?search_keywords=Escalation%20management.md)[Time management](https://jobicy.com/jobs?search_keywords=Time%20management.md) Sample interview questionsHow would you handle a Shopify merchant who reports that an A/B test is not displaying correctly?I would first acknowledge the issue and collect key details such as the store URL, affected device and browser, test configuration, timing, and screenshots. I would verify the implementation, targeting rules, theme or app conflicts, and relevant platform logs, then communicate findings and next steps clearly. If the issue requires engineering support, I would provide a concise reproduction case, continue updating the merchant, and confirm the resolution after deployment. How do you prioritize 20–30 open customer conversations at once? I prioritize by customer impact, urgency, SLA commitments, and whether an issue blocks revenue-generating activity or platform use. I group similar issues to identify trends, set reminders for follow-ups, and send proactive status updates when resolution will take time. This keeps critical cases moving while ensuring no customer is left without an acknowledged next step. Describe your approach to finding the root cause of a technical support issue. I start by defining the expected behavior, the actual behavior, and the conditions under which the problem occurs. I reproduce the issue when possible, isolate variables, review configuration and available data, and test likely causes systematically. I document the evidence, select the appropriate fix or escalation path, and record the outcome to improve future support responses. How would you explain a technical limitation or product behavior to a non-technical customer? I would avoid unnecessary jargon and begin with the practical impact on the customer’s goal. I would explain the behavior in simple terms, use an example relevant to their store or experiment, and outline the available alternatives or workaround. Before closing the conversation, I would confirm that the explanation and proposed next step are clear. What insights would you share with product and operations teams based on recurring support tickets? I would identify recurring themes, quantify their frequency and customer impact, and include representative examples with reproduction details. I would distinguish between bugs, usability gaps, documentation needs, and training opportunities. Then I would recommend a prioritized action, such as a product fix, improved onboarding guidance, or a knowledge-base article, and track whether the change reduces ticket volume. Opportunity details ## About this role. ### About Frontier Frontier is a subsidiary of Fresh Prints. Fresh Prints is a New York-based, fast-growing, fully remote, 150-person company with most of our team based in India and the Philippines. A few years ago, Fresh Prints began helping other fast-growing companies build their teams. We got so good at it that we spun out a new company to focus exclusively on that — and called it Frontier. At Frontier, we help companies grow full-time, cross-functional teams abroad. We hire the smartest people and place them into the best companies. In three years, we’ve never lost a client. If you’re interested in a Frontier role and you apply and are accepted, we’ll screen you through a couple of internal interviews and aim to get you an interview for a full-time job within the month. Think of us as your personal talent agent — and good luck with the application! 😊 ### About Intelligems There are millions of e-commerce businesses around the world, and the industry is growing every year. Yet achieving profitability has never been harder. Most brands make guesses when it comes to pricing, discounts, shipping fees, and content — leaving 6–10% of potential profit on the table. Intelligems is a profit optimization platform that helps these businesses succeed. We provide merchants with A/B testing and personalization tools that help them run experiments, understand their data, and price dynamically — tools that were previously only available to companies like Amazon and Uber. We’re currently working with 500+ brands and have processed over $4B of data. Backed by Matchstick Ventures, Vinyl Capital, Techstars, and founders from Klaviyo, Postscript, and Stedi, Intelligems has raised over $4M in funding. Our team is high-performing, low-ego, and extremely collaborative — and we’re excited to scale with top talent. ### The Role: Technical Support Engineer We’re looking for a Technical Support Engineer to help our e-commerce clients understand, utilize, and troubleshoot our testing platform. You’ll report to the Support & Implementation Manager and communicate with customers daily via email, Slack, and chat to resolve issues and deliver an outstanding customer experience. ### Key Responsibilities * 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.) ### Qualifications * 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 * You love helping people and can think on your feet * Comfortable wearing many hats and juggling priorities * Ability to multitask, stay organized, and manage time effectively * Familiarity with tools like Tableau, Looker, SQL, or BI platforms is a bonus * Comfortable with providing weekend support ### Culture & Values At Intelligems, we’re customer-first and product-oriented — and our success is driven by the caliber of people we bring on board. We live by these values: * Put customers first Be honest and transparent. Always act in the customer’s best interest. * Be helpful Support teammates, customers, and partners with generosity and kindness. * Strive for excellence Commit to being world-class at what you do. * Build and develop a diverse, world-class team Hire the best, and invest in feedback and growth. * Have a perspective Speak up when you disagree. Everyone is responsible for making us better. ### What’s Offered * Competitive salary and equity packages * Flexible vacation and PTO Show more [Apply now >](https://jobicy.com/jobs/158306-technical-support-engineer-shopify.md) > Annual salary information is not provided for this position. Explore salary ranges for similar roles in our [Salary Directory ›](https://jobicy.com/salaries.md) * ![Upload CV](data:image/svg+xml;base64,PHN2ZyB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHdpZHRoPSI2NSIgaGVpZ2h0PSI2NSIgZmlsbD0ibm9uZSIgeG1sbnM6dj0iaHR0cHM6Ly92ZWN0YS5pby9uYW5vIj48ZyBjbGlwLXBhdGg9InVybCgjQSkiPjxwYXRoIGQ9Ik0wIDBINjVWNjVIMFYwWiIgZmlsbD0iIzAyOWFlYiIvPjxnIGZpbGw9IiNmZmYiIHN0cm9rZT0iI2ZmZiIgc3Ryb2tlLXdpZHRoPSIyIj48cGF0aCBkPSJNMzMuMDQ5IDE1LjQ1NGExLjQzIDEuNDMgMCAwIDAtMi4wOTcgMGwtNy41NzkgOC4xNDdhMS4zOCAxLjM4IDAgMCAwIC4wOSAxLjk3MyAxLjQ0IDEuNDQgMCAwIDAgMi4wMDgtLjA4OGw1LjEwOS01LjQ5MnYyMC42MWExLjQxIDEuNDEgMCAwIDAgMS40MjEgMS4zOTdjLjc4NSAwIDEuNDIxLS42MjUgMS40MjEtMS4zOTd2LTIwLjYxbDUuMTA5IDUuNDkyYTEuNDQgMS40NCAwIDAgMCAyLjAwOC4wODggMS4zOCAxLjM4IDAgMCAwIC4wOS0xLjk3M2wtNy41NzktOC4xNDZ6TTE2Ljc2OSAzOC40YzAtLjc3My0uNjItMS40LTEuMzg1LTEuNFMxNCAzNy42MjcgMTQgMzguNHYuMTAybC4yMTUgNi4yMjljLjIyMyAxLjY4LjcwMSAzLjA5NSAxLjgxMyA0LjIxOHMyLjUxIDEuNjA3IDQuMTcyIDEuODMzYzEuNi4yMTggMy42MzYuMjE4IDYuMTYuMjE4aDExLjI4bDYuMTYtLjIxOGMxLjY2Mi0uMjI2IDMuMDYxLS43MDkgNC4xNzItMS44MzNzMS41ODktMi41MzggMS44MTMtNC4yMThDNTAgNDMuMTEzIDUwIDQxLjA1NSA1MCAzOC41MDNWMzguNGMwLS43NzMtLjYyLTEuNC0xLjM4NS0xLjRzLTEuMzg1LjYyNy0xLjM4NSAxLjRsLS4xOSA1Ljk1OGMtLjE4MiAxLjM3LS41MTUgMi4wOTUtMS4wMjYgMi42MTJzLTEuMjI4Ljg1My0yLjU4MyAxLjAzOGMtMS4zOTUuMTktMy4yNDMuMTkzLTUuODkzLjE5M0gyNi40NjJjLTIuNjUgMC00LjQ5OC0uMDAzLTUuODkzLS4xOTMtMS4zNTUtLjE4NC0yLjA3Mi0uNTIxLTIuNTgzLTEuMDM4cy0uODQ0LTEuMjQyLTEuMDI2LTIuNjEyYy0uMTg3LTEuNDEtLjE5MS0zLjI3OS0uMTkxLTUuOTU4eiIvPjwvZz48L2c+PGRlZnM+PGNsaXBQYXRoIGlkPSJBIj48cGF0aCBmaWxsPSIjZmZmIiBkPSJNMCAwaDY1djY1SDB6Ii8+PC9jbGlwUGF0aD48L2RlZnM+PC9zdmc+) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. 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