IT Support Engineer ID33280 – Rio de Janeiro

AgileEngine is one of the Inc. 5000 fastest-growing companies in the U and a top-3 ranked dev shop according to Clutch. We create award-winning custom software solutions that help companies across 15+ industries change the lives of millions

If you like a challenging environment where you’re working with the best and are encouraged to learn and experiment every day, there’s no better place – guaranteed! 🙂

What you will do

• Provide first-level technical support to clients using Shopify via phone, email, or chat;

• Focus on resolving critical issues that negatively impact the customer experience, particularly those affecting checkout or store access;

• Respond promptly and professionally to incoming alerts and issues;

• Escalate complex issues to higher-level teams when necessary and follow up until resolution;

• Conduct postmortem analysis and follow up with the involved teams;

• Log all customer interactions, troubleshooting steps, and resolutions accurately in the ticketing system;

• Identify and escalate recurring or systematic issues to the appropriate teams to improve overall customer experience;

• Collaborate with team members and actively contribute to knowledge-sharing initiatives;

• Maintain a positive and professional attitude while providing exceptional customer service.

Must haves

• 2+ years of experience in Shopify;

• Previous experience in customer service or technical support is desirable but not mandatory for entry-level candidates;

• Strong problem-solving and analytical skills with attention to detail;

• Good communication skills, both verbal and written;

• Basic understanding of computer systems, networks, software applications, and hardware components;

• Familiarity with ticketing systems (Jira);

• Ability to work independently and efficiently, while also being a team player;

• Flexibility to work in 12-hour shifts, including weekends and holidays, as part of a 24/7 support operation;

• Patience, empathy, and a customer-first mindset to ensure customer satisfaction;

• Willingness to continuously learn and adapt to new technologies and procedures;

• Upper-Intermediate English level.

The benefits of joining us

• Professional growth

Accelerate your professional journey with mentorship, TechTalks, and personalized growth roadmaps.

• Competitive compensation

We match your ever-growing skills, talent, and contributions with competitive USD-based compensation and budgets for education, fitness, and team activities.

• A selection of exciting projects

Join projects with modern solutions development and top-tier clients that include Fortune 500 enterprises and leading product brands.

• Flextime

Tailor your schedule for an optimal work-life balance, by having the options of working from home and going to the office – whatever makes you the happiest and most productive.

Next Steps After You Apply

The next steps of your journey will be shared via email within a few hours. Please check your inbox regularly and watch for updates from our Internal Applicant site, LaunchPod, which will guide you through the process.