Senior Technical Onboarding Specialist

About Shopify
Opportunity is not evenly distributed. Shopify puts independence within reach for anyone with a dream to start a business. Since 2006, we’ve grown to over 10,000 employees and generated over $496 billion in sales for millions of merchants in 175 countries.
This is life-defining work that directly impacts people’s lives as much as it transforms your own. This is putting the power of the few in the hands of the many, is a future with more voices rather than fewer, and is creating more choices instead of an elite option.
About The Role
About the role
As a Senior Technical Onboarding Specialist, you specialize in onboarding the largest and fastest growing merchants with the highest amount of complexity to Shopify and help break down technical barriers to enable our sales, partners and merchant success teams to show how they can accelerate the growth of their business.
We onboard merchants that require significant resources from us (time, knowledge, expertise, solutions consultations), in order to achieve a successful launch. These are high-value, high complexity merchants with accompanying high expectations of the service we provide. They require dedicated guidance to meet their extremely high expectations of the platform and the people who work on it.
You are a dedicated accountability partner, working directly with merchants and their technical teams to have high level ‘solutions-focused’ discussions about the Shopify platform and provide resources and guidance to help them successfully launch with Shopify Plus and Shopify Retail. This role is part technical consultant, account management and project management.
You educate merchants on commerce best practices, consult on their ecommerce technology stack and objectives, and guide them on leveraging Shopify effectively.
You advise on complex integrations, provide solutions for faster build times, and ensure long-term success on the platform.
Due to the complexity of these builds, merchants require deep Shopify knowledge and strong stakeholder management, as they often involve navigating multiple solution providers and agencies simultaneously
Responsibilities

• Work closely with Launch leadership to help inform decisions and drive constant improvements within the team. This includes mentorship, leading by example, taking ownership over issues, and helping to improve operations to deliver a great merchant experience
• Up to 10% of time will be traveling for in-person meetings and events and may include international travel
• Provide technical consulting support and feedback to those teams
• Consult with merchants on novel and complex shop functionality and business system integrations
• Be an expert generalist across the expanding Shopify platform and ecosystem; online store, Shopify Plus, Retail, Payments, Partner and App ecosystem, and more
• Manage a complex portfolio of merchants (10-15) and work with the merchants’ development teams and operations teams to help design solutions for them on the platform. Whilst you will not necessarily be building or implementing the solution, you will however be acting as a trusted advisor and expert generalist during the build
• Share learnings and best practises with the rest of the Launch Team, constantly iterating and improving the merchant experience and internal processes
• Build bi-directional relationships with a number of adjacent teams within Shopify including Production Engineering, Solution Engineering, Service Delivery, Sales, Merchant Success, Risk & Legal, Product teams, and many more

Qualifications
What you need to apply / Qualifications

• ‘Solutions mindset’. Our largest and most complex merchants like to push the boundaries of commerce and will often build custom solutions within their architecture to help them get there
• Affinity for helping and teaching others; including merchants, partners and colleagues
• Experience working in an application ecosystem and integrating 3rd party technologies (ideally into the Shopify platform)
• Comfortable working from home in a company where everyone is a remote worker
• Familiarity with Web Development technologies and languages such as HTMl, Javascript, CSS, and Shopify Theme/Liquid enough to identify areas where Merchants may need assistance and make recommendations
• Great troubleshooting & analytical skills combined with the desire and resourcefulness to tackle challenges head-on
• Excellent verbal and written communication skills plus great video and in-person presence
• Great time management and prioritization skills to support a wide portfolio of merchants with multiple requests coming through at the same time, and the ability to re-prioritise on an ongoing basis
• Deep desire for self improvement and exploring how you can become your best future self, and how that can create impact at Shopify
• Agile project management mindset. This is not a true project management role, but does share some skills with it, especially managing expectations and prioritizing deliverables
• Proficiency web API knowledge. You won’t need to write code or build an app, but you must be able to understand API documentation, use a REST client and know how to conceptualize an API solution using GraphQL or REST.
• Growth mindset that thrives on change in a dynamic environment. We evolve at a rapid pace and things change quickly, you have a curious mind for how things work, what purpose they serve and why they exist!

Bonus experience:

• Running your own business or building your own apps on Shopify. You know what it means to be an entrepreneur, and can empathize and share your learnings with our merchants
• Previously built out and advised on technical solutions & integrations for ecommerce brands
• Experience working with enterprise SaaS applications
• Deep understanding of technical strategy as it relates to operating and growing a commerce business
• Migrating large or complex data sets via CSV or API
• Working knowledge of the Shopify API (REST and GraphQL)