Merchant Solutions Engineer (Remote, APAC)

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About Shopify

Opportunity is not evenly distributed. Shopify puts independence within reach for anyone with a dream to start a business. Since 2006, we’ve grown to over 10,000 employees and generated over $496 billion in sales for 2 million merchants in 175 countries. Every 28 seconds, an entrepreneur on Shopify makes their first sale.

This is life-defining work that directly impacts people’s lives as much as it transforms your own. This is putting the power of the few in the hands of the many, is a future with more voices rather than fewer, and is creating more choices instead of an elite option.

About you

Moving at our pace brings a lot of change, complexity, and ambiguity—and a little bit of chaos. Shopifolk thrive on that and are comfortable being uncomfortable. That means Shopify is not the right place for everyone.

Before you apply, consider if you can:

• Care deeply about what you do and about making commerce better for everyone

• Excel by seeking professional and personal hypergrowth

• Keep up with an unrelenting pace (the week, not the quarter)

• Be resilient and resourceful in face of ambiguity and thrive on (rather than endure) change

• Bring critical thought and opinion

• Embrace differences and disagreement to get shit done and move forward

• Work digital-first for your daily work

About the role

Shopify is making enterprise commerce simple. We give high growth, high volume merchants the scalability, reliability and flexibility they need. Shopify is in hyper-growth, building the tools and experiences for some of the biggest brands in the world, and our Technology Services team is front and centre in making that happen. This is where you come in…

As a Merchant Solution Engineer, you will engage with merchants to plan and complete engagements focused around both platform usage and the merchants’ overall business needs to drive growth. You will engage directly with our merchants and their technical teams to have solutions-focused discussions around the Shopify platform. You will consult on their ecommerce technology stack and business objectives, and provide guidance on how to best leverage the Shopify platform and ecosystem. You will also advise on best practices around complex integrations and provide solutions to set them up for long-term success on our platform. 

Merchant Solutions Engineers are Shopify advocates and represent the Shopify brand, values, and product, the role includes merchant-facing activities, including remote and on-site engagements with merchants and supporting community events. You'll be partnering with large Shopify Plus merchants across the Asia Pacific (APAC) region, and be a key source of insight to provide feedback to Shopify’s Product, Engineering and User Experience teams.

This role can be based anywhere in Australia, New Zealand, or Singapore.

Qualifications

Requirements for the role

• Native English experience in enterprise ecommerce, digital agencies, solutions engineering, or customer onboarding roles, including experience supporting a wide variety of industries, verticals and business types.

• Knowledge on local ecommerce tech stacks (payment methods, fulfilment and delivery options etc).

• Become an expert on Shopify’s capabilities, application ecosystem and integrations.

• In-depth Shopify platform and ecosystem knowledge to engage with technical merchants and demonstrate possible solutions to showcase the value of the platform as part of their technology stack.

• Experience with Shopify’s APIs or REST and GraphQL experience, Liquid, HTML, CSS, JavaScript and other relevant technologies.

• The ability to identify merchant needs, turning ambiguous requirements into impactful engagements.

• Strong interpersonal and communication skills - you will interact with diverse technical and non-technical groups, and can effectively facilitate and manage interactions with numerous stakeholders.

• Analytical and systems thinking capabilities with an understanding of ecommerce best practices, the commerce ecosystem, industry trends, technology vendor landscape, integrations and systems architecture.

• Familiarity with development lifecycles, version control systems and development environments (git/Github is a plus).

• A solutions mindset - our largest and most advanced merchants like to push the boundaries of commerce and will often custom build solutions to achieve their goals. 

• Ability to collect, document, and articulate merchant goals and technical requirements.

• Exceptional writing and presentation skills to express merchant organisational challenges with appropriate messaging for multiple audiences and all levels of leadership.

• Business acumen - language, listening skills, presentation and actions.

• Strong time management and prioritisation skills to support a range of merchants with multiple concurrent requests, and the ability to reprioritise on an ongoing basis.

The ability to thrive on change, work well as part of a team and as an individual contributor, as well as the flexibility to work locally, regionally and globally in a matrixed organisation. We evolve at a rapid pace and things change quickly, sometimes even daily!
 

Your responsibilities will include (but not limited to): 

• Execute merchant engagements (service deliveries) within the defined and agreed upon framework.  

• Build and evolve additional services that fill unmet needs in Shopify’s current platform functionality and partner offerings.

• Manage the communication and expectations of the merchants during pre and post-service engagement, along with internal Shopify stakeholders. 

• Provide supporting ecommerce expertise through guidance on best practices, knowledge of industry trends, and the Shopify platform. 

• Speak and attend events to evangelise Shopify to current & prospective merchants and technical audiences.

• Identify and participate in case studies and events that increase merchant growth.

• Collaborate with internal Shopify teams to improve merchant and partner experiences and develop internal technical knowledge. 

Bonus experience

• Ran or had exposure to running a business or being an entrepreneur.

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.