Technical Consultant, Service Delivery (EMEA, Remote)

As part of the Service Innovation Team, the Technical Consultant engages with Shopify Plus merchants to plan and complete service deliveries. They are also a key source of insight to provide feedback and insight to Shopify's Product, Engineering and User Experience teams.

The Service Innovation team engages with the largest high-growth, high-volume Shopify Plus merchants on the platform on short-to medium-term service engagement. Ranging from deep discovery engagements to storefront recommendations, these service engagements are focused on a merchant's overall business plan, and are designed to accelerate their growth and ensure their long term success.

Technical Consultants are Shopify advocates and represent the Shopify brand, values, and product. Their role includes merchant-facing activities, including remote and on-site service deliveries with merchants and supporting Merchant Engagement Managers at community events.

External Responsibilities

• Execute predefined service deliveries, including leading technical discovery engagements with merchants as well as creating and presenting findings to the merchant.
  
• Evaluate and iterate on services through a thorough understanding of both the platform and the Shopify Plus merchant segment.
  
• Manage the communication and expectations of the merchants during pre- and post-service engagement, along with their primary Merchant Success Manager.
  
• Provide ad-hoc technical guidance to the Large Merchant Success teams.
  
• Provide supporting e-commerce expertise through guidance on best practices, knowledge of industry trends, and the Shopify platform.
  
• Build relationships across merchant organizations to fully understand the businesses and the merchant's approach to commerce innovation.
  
• Documenting merchant challenges and solutions, and providing context to internal teams.
  
• Frequent traveling for in-person meetings and events including international travel.
  

Internal Responsibilities

• Build and evolve additional services that fill unmet needs in Shopify's current platform functionality and partner offerings.
  
• Support and engage with community events preparation throughout the year to influence and arrange content programming and polished delivery from other Shopifolk.
  
• Document challenges with solutions and provide feedback to internal teams including Merchant Success, Product, Engineering and User Experience.
  
• Building proof of concepts which can be schematic and/or code where applicable, to ensure solutions are robust and can be handed over for implementation.
  

Qualifications

• In-depth platform knowledge suitable to engage with technical and non-technical merchants to demonstrate the solutions possible and the value of the platform as part of their technology stack.
  
• Experience with some of these technologies: Shopify APIs, Liquid, HTML, CSS, JavaScript and other native and integrating technologies.
  
• Project management experience. You'll be helping coordinate all the components required for a successful site launch or new technology launch.
  
• Sophisticated knowledge of the e-commerce ecosystem and business operations. There are many moving parts and you understand how they fit together.
  

• Understanding of e-commerce best practices, tooling, digital operations and specialized roles and workflows in ecommerce.
  
• Research skills to keep up with the industry and to understand how varying implementations influence the approaches that work best for a merchant and its team.
  

• Strong attention to detail.
  
• Ability to collect, document, and articulate merchant goals and technical requirements
  
• Exceptional writing and presentation skills to express merchant organizational challenges with appropriate messaging for multiple audiences and all levels of leadership.
  
• Business acumen - language, listening skills, presentation, and actions.
  

You are:

• A creative problem solver. You can navigate resources and escalate issues within the Shopify organization.
  
• Exceptionally curious and know how to navigate pain points to get clarity and alignment on the underlying problem that needs to be solved.
  
• Strong interpersonal skills - you can interact with diverse technical and non-technical groups.
  

• A storyteller who can communicate effectively with merchants and act as a feedback loop internal to Shopify.
  

• Proactive and can manage and self-direct across multiple competing priorities.
  

We know that applying to a new role takes a lot of work and we truly value your time. We are looking forward to reading your application.

At Shopify, we are committed to building and fostering an environment where our employees feel included, valued, and heard. Our belief is that a strong commitment to diversity and inclusion enables us to truly make commerce better for everyone. We strongly encourage applications from Indigenous people, racialized people, people with disabilities, people from gender and sexually diverse communities and/or people with intersectional identities.

How we hire

At Shopify, we put a lot of care and time into who we hire. We believe that in order to build the best products, we need to build high impact teams. Our recruitment process centres around what we call the Life Story interview, a conversational-style interview where we get to learn more about you.
Learn more about our hiring process