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Provide front-line technical support to Shopify merchants via email and chat, triage and escalate issues to engineering, perform QA on new features, update documentation, and maintain clear customer communication during problem resolution.
About Skio:
Skio helps Shopify brands sell subscriptions without the headaches. We’re building the most merchant-friendly subscription platform—simple, scalable, and focused on delivering great customer experiences. Backed by Y Combinator and top-tier investors, we’re growing fast and looking for people who are excited to solve real problems and support innovative ecommerce brands.
The Role:
We’re looking for a Technical Support Specialist to join our Customer Experience team. You’ll be on the front lines helping our merchants succeed—answering technical questions, troubleshooting issues, and acting as a voice of both the customer and our product. You’ll work closely with support leadership, engineering, and product teams to resolve issues quickly and clearly.
This role is ideal for someone who’s detail-oriented, empathetic, and thrives in fast-paced, startup environments. Experience with Shopify is a must, and a passion for great customer service is non-negotiable.
What You’ll Do:
Manage an inbound queue of support tickets (email and chat) and triage technical issues from our merchants
Provide clear, friendly, and timely support, occasionally hopping on Zoom calls if needed
Collaborate with our engineering team to escalate and troubleshoot more complex issues
Communicate consistently with merchants to provide updates and ensure resolution
Perform QA on new features to catch bugs and ensure a smooth launch
Contribute to documentation and help center updates to improve self-service
What We’re Looking For:
2–4+ years of experience in technical or customer support at a SaaS company
Experience working with Shopify is required
Strong written communication skills and a calm, customer-first mindset
Familiarity with tools like Zendesk, Slack, Linear, and Notion (or similar)
Able to manage multiple conversations at once and stay organized under pressure
Bonus: Experience working in ecommerce, subscriptions, or with APIs
Why Skio?
Remote-first team with flexible hours and a strong focus on async work
High-impact role where your work directly supports our merchants’ success
Collaborative, low-ego team culture that values transparency and trust
Competitive salary, equity, and benefits
Skio New York, New York, USA Office
New York, New York, United States, 10012
What you need to know about the NYC Tech Scene
As the undisputed financial capital of the world, New York City is an epicenter of startup funding activity. The city has a thriving fintech scene and is a major player in verticals ranging from AI to biotech, cybersecurity and digital media. It also has universities like NYU, Columbia and Cornell Tech attracting students and researchers from across the globe, providing the ecosystem with a constant influx of world-class talent. And its East Coast location and three international airports make it a perfect spot for European companies establishing a foothold in the United States.
Key Facts About NYC Tech
- Number of Tech Workers: 549,200; 6% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Capgemini, Bloomberg, IBM, Spotify
- Key Industries: Artificial intelligence, Fintech
- Funding Landscape: $25.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Greycroft, Thrive Capital, Union Square Ventures, FirstMark Capital, Tiger Global Management, Tribeca Venture Partners, Insight Partners, Two Sigma Ventures
- Research Centers and Universities: Columbia University, New York University, Fordham University, CUNY, AI Now Institute, Flatiron Institute, C.N. Yang Institute for Theoretical Physics, NASA Space Radiation Laboratory
