Skio

Technical Support Specialist

Posted Yesterday

Hiring Remotely in USA

Remote

Mid level

eCommerce • Information Technology

The Role

Provide front-line technical support to Shopify merchants via email and chat, triage and escalate issues to engineering, perform QA on new features, update documentation, and maintain clear customer communication during problem resolution.

Summary Generated by Built In

About Skio:

Skio helps Shopify brands sell subscriptions without the headaches. We’re building the most merchant-friendly subscription platform—simple, scalable, and focused on delivering great customer experiences. Backed by Y Combinator and top-tier investors, we’re growing fast and looking for people who are excited to solve real problems and support innovative ecommerce brands.

The Role:

We’re looking for a Technical Support Specialist to join our Customer Experience team. You’ll be on the front lines helping our merchants succeed—answering technical questions, troubleshooting issues, and acting as a voice of both the customer and our product. You’ll work closely with support leadership, engineering, and product teams to resolve issues quickly and clearly.

This role is ideal for someone who’s detail-oriented, empathetic, and thrives in fast-paced, startup environments. Experience with Shopify is a must, and a passion for great customer service is non-negotiable.

What You’ll Do:

Manage an inbound queue of support tickets (email and chat) and triage technical issues from our merchants

Provide clear, friendly, and timely support, occasionally hopping on Zoom calls if needed

Collaborate with our engineering team to escalate and troubleshoot more complex issues

Communicate consistently with merchants to provide updates and ensure resolution

Perform QA on new features to catch bugs and ensure a smooth launch

Contribute to documentation and help center updates to improve self-service

What We’re Looking For:

2–4+ years of experience in technical or customer support at a SaaS company

Experience working with Shopify is required

Strong written communication skills and a calm, customer-first mindset

Familiarity with tools like Zendesk, Slack, Linear, and Notion (or similar)

Able to manage multiple conversations at once and stay organized under pressure

Bonus: Experience working in ecommerce, subscriptions, or with APIs

Why Skio?

Remote-first team with flexible hours and a strong focus on async work

High-impact role where your work directly supports our merchants’ success

Collaborative, low-ego team culture that values transparency and trust

Competitive salary, equity, and benefits

Skills Required

2-4+ years of experience in technical or customer support at a SaaS company
Experience working with Shopify
Strong written communication skills and a calm, customer-first mindset
Familiarity with tools like Zendesk, Slack, Linear, and Notion (or similar)
Able to manage multiple conversations at once and stay organized under pressure
Experience working in ecommerce, subscriptions, or with APIs

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The Company

HQ: New York, New York

60 Employees

Year Founded: 2021

What We Do

Skio (skio.com, $8.4M raised) helps brands on Shopify sell subscriptions without ripping their hair out. Brands using Skio include Liquid I.V., Bulletproof, Milk Bar, Barstool Sports, Unilever, 100 Thieves, Vega, KOS, KITSCH, True Botanicals, mindbodygreen, Transparent Labs, GHOST, Wild One, OpenStore, The Nue Co., Immi, DRMTLGY, Boba Tea Protein, KraveBeauty, Glamnetic, Doe Lashes, Magic Mind, Remedy Organics, & Siete Foods. Our team (skio.com/team) brings experience from Shopify, Recharge, Klaviyo, Attentive, Google, Amazon, Facebook, Pinterest, Hulu, Twitch, Nacelle, Smile.io, Groupon, Databricks, & Y Combinator. Investors (skio.com/investors) include Y Combinator, Adjacent, Jason Wong, Shaan Puri, Julian Shapiro, Geoff Woo, & Sahil Bloom, as well as founders and executives of companies like Italic, Magic Mind, Immi, Bev, Smile.io, Okendo, Wonderment, Archive, Parker, HVMN, & MuteSix