Role Overview:
We are seeking a Support Engineer to join our Product team as the technical owner of production issues across the apps we build and run - retail management, public apps, internal tooling, and enterprise deployments running at high volume for some of the largest retailers we work with. You root-cause problems in production and either fix them directly or hand off a fully diagnosed issue with clear reproduction steps. Between incidents, you harden the apps - reliability, observability, tech-debt paydown, bug fixes, and small features.
Our product engineering team works from Europe and Vietnam; this role is deliberately based in North America to cover production investigation and incident response while our merchants' stores are open. If you like owning hard, ambiguous production problems with real, visible impact, this is that role.
Key Responsibilities:
- Triage and root-cause escalated production incidents from logs, traces, and metrics (Sentry, Grafana, Prometheus) - then ship the fix or hand off a reproducible, fully diagnosed issue
- Debug distributed failure modes: webhook delivery and idempotency, background-job queues and retries, race conditions, and Shopify Admin/GraphQL API behaviour under load and rate limits
- Ship careful, backward-compatible fixes and hotfixes to live systems, weighing blast radius before touching production data
- Correct and reconcile production data when an incident demands it, with safeguards around irreversible changes
- Close observability gaps - instrumentation, structured logging, tracing, and alerting - so the next occurrence is diagnosed in minutes, not hours
- Turn recurring failures into permanent fixes: kill the class of bug, or scope it back to the product team as prioritized work
- Between incidents, harden the apps - performance, reliability, tech-debt paydown - plus bug fixes and small features
- Maintain and extend the backend: TypeScript/Node.js services, PostgreSQL, and integrations with retail systems (ERP, WMS, POS) over REST, GraphQL, and webhooks
- Contribute to the frontend where needed: React, Shopify Polaris, and Shopify POS extensions
- Own the technical side of incidents end to end - response, post-incident review, and follow-up - feeding the technical detail behind incident comms to the PM and joining a merchant call when the issue calls for it
- Keep runbooks and SOPs sharp enough for the next person to act on
Qualifications
- 3–6 years in backend or full stack development, or a production-facing engineering role
- Strong in TypeScript and Node.js; fluent in PostgreSQL, REST, and GraphQL
- Comfortable in production - reading logs and traces, querying databases, and reasoning about queues, webhooks, and retries under load
- A strong debugger: you can drop into a large, unfamiliar codebase plus its telemetry and find the actual cause
- Good instincts for blast radius and low-risk change on live, high-volume systems
- Hands-on with observability/monitoring tooling and incident response
- Kubernetes, GCP, or comparable cloud infrastructure
- Deep Shopify knowledge - architecture, Admin GraphQL API, webhooks, POS extensions, and the inventory/order object model
- Experience wiring third-party retail systems (ERP, WMS, POS) into Shopify
- Clear communicator with product and technical teammates; happy to join a merchant call when the issue calls for it
- Available during North American business hours; up for an on-call rotation
- Works well independently and in a remote/hybrid team
Bonus
- Prior support-engineering or solutions-engineering experience at a SaaS company
- A degree in Computer Science or a closely related field
Benefits & Perks
- Ongoing professional development through training programs, certifications, and peer mentorship
- Hybrid work model depending on role, with a Granville Island office and free on-site parking
- Flexibility in work hours designed to accommodate appointments and personal responsibilities
- Comprehensive health and dental coverage in Canada, plus a health spending account
- Paid office closure between Christmas and New Year’s
- Regular team culture events, stocked office snacks, and a dog friendly workplace
- Performance based bonus opportunities for full-time employees
We are an equal opportunity employer and love diversity at our company! We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status.
