Senior Technical Support Specialist - E-commerce

As our Technical Specialist, you will support students across all technical aspects of launching and maintaining their e-commerce businesses. You’ll handle Shopify setup, theme debugging, DNS configuration, Google Workspace (G Suite) setup, Google Merchant Center compliance, and Google Ads integrations.

You will provide highly detailed, clear, and professional technical guidance—both in writing and on live calls. You should be extremely comfortable with screen-sharing, conducting remote access troubleshooting, and maintaining a formal, polished communication style.

This role is student-facing and requires excellent spoken and written English, strong problem-solving abilities, and the capacity to engage and support students in a calm, confident, structured manner.

EST availability is required, as most of our students are based in North America.

Key Responsibilities

- Provide day-to-day technical support for students on:

- Shopify store setup and configuration

- Theme debugging, liquid/CSS troubleshooting, UI issues

- DNS setup across major registrars (GoDaddy, Namecheap, Cloudflare, Network Solutions, etc.)

- Google Workspace (G Suite) setup, MX records, domain verification

- GMC account creation, verification, feed diagnostics, and policy compliance

- Google Ads account linking and basic troubleshooting

- Conduct live video calls, screen shares, and remote access sessions as needed.

- Write clear, structured instructions and maintain a consistent formal tone in all communication.

- Troubleshoot Shopify errors, theme conflicts, broken scripts, pixel issues, and third-party integration problems.

- Assist with domain verification, site tagging, and product approval processes on GMC.

- Escalate complex issues to internal experts when required, while maintaining ownership of communication with the student.

- Document recurring issues and contribute to improving SOPs, internal guides, and troubleshooting workflows.

- Maintain high responsiveness across Slack and Intercom ticketing systems, and student communication channels.

- Ensure all interactions align with Highticket.io’s standards for professionalism, clarity, and student experience.

Required Qualifications & Skills

- 2+ years of experience in a technical support, Shopify specialist, or IT support role.

- Proven proficiency with:

- Shopify theme debugging, theme settings, and structural problem-solving

- DNS, MX, TXT, CNAME, SPF, DKIM configuration across major registrars

- Google Workspace (G Suite) setup and troubleshooting

- Google Merchant Center verification, tagging, feeds, and basic disapprovals

- Google Ads linking and tracking integrations

- Strong understanding of e-commerce fundamentals and common merchant compliance issues.

- Excellent written and spoken English with the ability to maintain a formal and professional tone consistently.

- Comfortable leading live calls, providing step-by-step guidance, and working directly with non-technical users.

- Highly responsive, patient, and engaging with strong ownership and problem-solving abilities.

- Ability to follow SOPs precisely while also contributing improvements to workflow documentation.

- Required: Must be available during EST working hours.

Work Schedule & Tools

- Saturday-Wednesday EST timezone (some flexibility around core hours).

- Fully remote.

- Tools used: Shopify, Google Workspace, Google Ads, Google Merchant Center, Cloudflare, GoDaddy, Zoom/Google Meet, Slack, Notion, Intercom, internal ticketing systems such as Slack and Intercom

- A stable internet connection, a quiet working environment, and a clear microphone and webcam are required for calls, screen-shares, and remote-access sessions.

- All required training, SOPs, and internal tools will be provided—bring your technical expertise and communication skills.