What you will do
- Focus on resolving **critical issues** that negatively impact the customer experience, particularly those affecting checkout or store access;
- Respond promptly and professionally to incoming **alerts and issues**;
- Escalate **complex issues** to higher-level teams when necessary and follow up until resolution;
- Conduct **postmortem analysis** and follow up with the involved teams;
- Log all **customer interactions**, **troubleshooting steps**, and **resolutions**accurately in the ticketing system;
- Identify and escalate **recurring or systematic issues** to the appropriate teams to improve overall customer experience;
- Collaborate with team members and actively contribute to **knowledge-sharing initiatives**;
- Maintain a **positive and professional attitude** while providing exceptional customer service.
Must haves
- **2+ years** of experience in **Shopify**;
- Strong **problem-solving and analytical skills** with attention to detail;
- Good **communication skills**, both verbal and written;
- Familiarity with ticketing systems (**Jira**);
- Ability **to work independently and efficiently**, while also being a team player;
- **Flexibility to work in 12-hour shifts**,



including **weekends and holidays**, as part of a **24/7 support operation**;
- **Patience**, **empathy**, and a **customer-first mindset** to ensure customer satisfaction;
- **Willingness to continuously learn and adapt** to new technologies and procedures;
- Upper-Intermediate English level.
**The benefits of joining us**
- **Professional growth**:Accelerate your professional journey with mentorship, TechTalks, and personalized growth roadmaps.
- **Competitive compensation**:We match your ever-growing skills, talent, and contributions with competitive USD-based compensation and budgets for education, fitness, and team activities.
- **A selection of exciting projects**:Join projects with modern solutions development and top-tier clients that include Fortune 500 enterprises and leading product brands.
- **Flextime**:Tailor your schedule for an optimal work-life balance, by having the options of working from home and going to the office, whatever makes you the happiest and most productive.
**Next Steps After You Apply**
Work Location: Remote

📌 IT Support Engineer (Middle) Id32267 (México)
🏢 Agileengine
📍 México