Senior Technical Onboarding Specialist (Remote, North America)

Company Description

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 $500 billion in sales for millions of merchants in 175 countries. Every 28 seconds, an entrepreneur on Shopify makes their first sale.

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 you

Moving at our pace brings a lot of change, complexity, and ambiguity—and a little bit of chaos. Shopifolk thrive on that and are comfortable being uncomfortable. That means Shopify is not the right place for everyone.

Before you apply, consider if you can:

• Care deeply about what you do and about making commerce better for everyone
• Excel by seeking professional and personal hypergrowth
• Keep up with an unrelenting pace (the week, not the quarter)
• Be resilient and resourceful in face of ambiguity and thrive on (rather than endure) change
• Bring critical thought and opinion — and embrace differences and disagreement to get shit done and move forward
• Work digital-first for your daily work

Job Description

As a Technical Onboarding Specialist, you specialize in onboarding the largest and fastest growing merchants with the highest amount of complexity to Shopify Plus 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. 

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. This role is part technical consultant, account manager, and project manager.

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.

It’s a challenging role, and an enormously rewarding one for the right person.

Responsibilities:

• Be an expert generalist across the expanding Shopify platform and ecosystem; online store, Shopify Plus, Retail, Payments, Partner and App ecosystem, and more
• Share learnings and best practices with the rest of the Launch Team, constantly iterating and improving the merchant experience and internal processes. This includes mentorship, leading by example, taking ownership over issues, and helping to improve operations to deliver a great merchant experience
• As a technical leader within the Shopify team you must demonstrate strong aptitude in stakeholder management, multi-layered solutioning, systems thinking, and navigating complex relationships 
• Consult with merchants on novel and complex shop functionality and business system integrations
• Manage a complex portfolio of merchants (10 - 15) in a shared or dedicated model 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 their build
• 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
• Provide technical consulting support and feedback to those teams
• Up to 10% of time will be traveling for in-person meetings and events and may include international travel

Qualifications

• Experience working in an application ecosystem and integrating 3rd party technologies (ideally into the Shopify platform)
• Experience working with enterprise SaaS applications
• Strong web API knowledge. You won’t need to write code or build an app, but you must be able to understand API documentation