Enterprise Support Specialist (Singapore)

About the role

In this role, support is not just about resolving tickets—it is about driving smarter commerce experiences. The Enterprise Support Specialist team helps merchants succeed every day by solving complex issues quickly, improving internal know-how, and turning merchant feedback into meaningful product and process improvements. You will work with AI-enabled tools, high-touch support scenarios, and evolving merchant needs to help shape how support scales globally.

This position sits at the point where merchant challenges, technical systems, and AI capabilities meet. Your work will influence how millions of businesses operate, while also helping build reusable knowledge and better solutions for the wider team.

Key responsibilities

• Provide high-quality, executive-grade support to merchants through chat, messaging, and phone.
• Work closely with teammates to exchange insights, share effective practices, and strengthen overall team capability.
• Communicate clearly and professionally in both written and spoken form at an executive level.
• Handle situations that are incomplete, conflicting, or politically sensitive with strong judgment and without relying on rigid scripts.
• Take ownership of uncertain, high-impact cases and drive them to the right outcome or handoff.
• Build confidence with technical systems and explain complex ideas in simple, practical language.
• Use AI tools to support problem-solving and to improve the knowledge base.
• Keep help content current and useful through a knowledge-centered service approach.
• Adapt to different products, workflows, and support channels as merchant needs change.

Qualifications

• Experience in premium support, technical customer support, technical account management, or closely related engineering-style support roles in demanding, high-touch environments such as enterprise B2B, SaaS platforms, payments, or commerce technology.
• Proven history of managing complex issues end to end, including cases with third parties, unclear scope, and executive attention, until they are resolved or handed over appropriately.
• Ability to learn technical concepts and tools quickly.
• Experience coaching, mentoring, or helping raise performance standards for peers.
• Strong troubleshooting skills; relevant certifications are considered an advantage.
• Practical experience using AI tools and enthusiasm for emerging technology.
• Strong executive communication skills with the ability to adjust tone and language for different audiences.
• Ability to ramp up quickly on new tools and processes.
• Willingness to work flexible schedules to support merchants around the clock.
• Working knowledge of web fundamentals such as HTTP, DNS, and SSL; API concepts like REST and GraphQL; and front-end basics including HTML, CSS, and templating is helpful. Experience reviewing logs or querying data to diagnose issues is a plus, but not essential.

About Shopify

Shopify helps entrepreneurs and enterprises build and grow businesses by making independence more accessible. Since 2006, the company has expanded to more than 8,300 employees and has powered over $1 trillion in sales for millions of merchants across 175 countries.

The work is described as meaningful and far-reaching, affecting both merchants and the people who support them. Shopify emphasizes opportunity, scale, and enabling more people to build what they want.

About you

The environment is fast-moving, complex, and often ambiguous. This role suits people who are comfortable with change and who do their best work in an intense, digital-first setting.

• You care deeply about your work and about improving commerce for everyone.
• You are motivated by professional and personal growth.
• You can keep pace with rapid change and a demanding weekly rhythm.
• You stay resilient, resourceful, and energized by ambiguity.
• You contribute thoughtful opinions and critical judgment.
• You can use AI agents and tools for the tasks they are best suited to handle.
• You value difference and disagreement as part of moving work forward.
• You are comfortable working digitally for your day-to-day tasks.

Additional information

AI-enabled tools may be used during screening, selection, and assessment. Any AI-generated output is reviewed and checked by the recruitment team before decisions are made.