IT Support Engineer (Middle) ID32267

AgileEngine is one of the Inc. 5000 fastest-growing companies in the U and a top-3 ranked dev shop according to Clutch. We create award-winning custom software solutions that help companies across 15 industries change the lives of millions. If you like a challenging environment where you’re working with the best and are encouraged to learn and experiment every day, there’s no better place - guaranteed :) What you will do Provide first-level technical support to clients using Shopify via phone, email, or chat; 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; Previous experience in customer service or technical support is desirable but not mandatory for entry-level candidates; Strong problem-solving and analytical skills with attention to detail; Good communication skills, both verbal and written; Basic understanding of computer systems, networks, software applications, and hardware components; 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. 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 The next steps of your journey will be shared via email within a few hours. Please check your inbox regularly and watch for updates from our Internal Applicant site, LaunchPod, which will guide you through the process. J-18808-Ljbffr

Location: Brasil, BR

Posted Date: 3/29/2025