Technical Support Specialist

Summary

Join Skio, a Y Combinator-backed company building a subscription platform for Shopify brands, as a Technical Support Specialist. You will be a key member of the Customer Experience team, directly supporting merchants by resolving technical issues and providing exceptional customer service. This role requires experience with Shopify and strong communication skills. You will manage support tickets, collaborate with engineering, and contribute to documentation. The ideal candidate is detail-oriented, empathetic, and thrives in fast-paced environments. Skio offers a remote-first position with flexible hours and a collaborative team culture.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

Experience working in ecommerce, subscriptions, or with APIs

Benefits

• 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