Shopify Hiring for IT Specialist (Remote, APAC) Job at Sydney Full Time

Shopify’s mission is to make commerce better for everyone. From building a new product feature for our commerce platform, to helping a merchant troubleshoot an issue over the phone, we want to empower our ecosystem through our work.

Having a unified vision, a north star, is vitally important to ensure that we are all headed in the same direction. No matter the size or experience, we want to power every merchant’s experience. This is why we’re all here.

Our Technology Experience team, part of the broader Trust and Security Team, makes sure we’re building and implementing the tools and technology Shopifolk needs to ship fast. Wherever Shopifolks are located on the planet, our team provides the great support our systems and teams need to get things done.

We are looking for someone who will impact the team by solving issues, and building new workflows and tools to help improve the technology experience for folks internally. You won’t be working on the networking or AV side of IT on this team (we have a separate team focused on that area here), but you will be using your “Help Desk” experience to support remote Shopifolk, priding yourself in resolving issues for them. We’re all about building for the long term here, so you should be great at finding scalable solutions to problems before they happen.

This is a remote position, only available for candidates who are based within Japan, Singapore, or Australia. This role will need the candidate to start their working day at 8 AM Singapore Time.

What you’ll do:

• Act as the first point of contact for Shopifolk seeking technical assistance over Slack or Helpdesk.

• Identify technical gaps and deploy solutions to solve them.

• Identify and escalate situations requiring urgent attention.

• Own all issues where there are no appropriate escalation paths.

• Ordering laptops for our remote team and new hires around the world

• Helping new staff set up their laptops and making sure they have all the gear they need

• Working with our IT vendors on the maintaining of current stock, inbound, outbound, and already in the warehouse.

• Be able to work autonomously, and quickly in our high trust environment.

• Provide world-class IT support to Shopifolks.

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  Support expertise at scale. At least 2 year relevant working experience.You are able to support end-users remotely and you care deeply about helping people have a positive experience with all the technology we use; hardware and software.

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  Strong Problem Solving Ability. You’re not satisfied with the status quo. You’re constantly on the lookout for ways to improve processes and workflow. Comfortable with taking issues and delivering feedback to the teams who require it and being part of the solution.

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  Continuous learning. Shopify moves fast – you are a constant learner, always looking to develop your technical skills and stay up to date with the latest changes and releases.

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  Software-as-a-Service experience. Our internal technology stack is mostly SaaS apps, so you’ll need to be familiar with the delivery of technology through those platforms.

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  Context Switching. We have a lot going on. You will need to be able to multitask and prioritize on the fly.

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  Comfortable working in a Mac and ChromeOS environment. We are a largely Mac and Chrome OS-based company, so your knowledge of and experience troubleshooting macOS/chrome OS and hardware will go a long way. Note: Mix experience with different OS environments is welcome!

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  Comfortable with Stock Ordering and Communication with External Vendors. Our international team often requires reaching out to external vendors to help employees get replacement equipment and computers.

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  Resourceful. Things move fast at Shopify and you will be solving new problems daily. You will need to make quick decisions with the information available to you. Be comfortable with diving into resources to find solutions and owning issues.

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  Masterful Communication: You will be working with employees across different countries, regions, and time zones. Strong skills in both live and asynchronous communication are essential to success in the international IT team.

Tools of our Trade:

Note: if some of this tech is new to you, that’s okay! We realize that not everyone has worked with this stack before and provide opportunities for learning as you go.

• Mac OS

• Chrome OS

• Jamf

• Google Workspace Enterprise (Formerly G-Suite Enterprise)

• Okta

• Zendesk

• Freshservice

• Slack

• Github

Additional Information

Challenge Question: What in your opinion are the three most important qualities of an IT Support?

(Please include your answer in your application)

Our belief is that a strong commitment to diversity & inclusion enables us to truly make commerce better for everyone. We encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities. Please take a look at our Sustainability Reports to learn more about Shopify’s commitments to our communities, and our planet.

At Shopify, we understand that experience comes in many forms. We’re dedicated to adding new perspectives to the team – so if your experience is this close to what we’re looking for, please consider applying.