Technical Account Manager, Enterprise
Remote - Ireland
- Support
About Shopify
Opportunity is not evenly distributed. Shopify puts independence within reach for anyone with a dream to start a business. We propel entrepreneurs and enterprises to scale the heights of their potential. Since 2006, we’ve grown to over 8,300 employees and generated over $1 trillion in sales for millions of merchants in 175 countries.
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.
- 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
Technical Account Management at Shopify
As a Technical Account Manager (TAM) at Shopify, you will serve as the primary technical contact for enterprise merchants. Your role involves simplifying complex environments and taking actionable steps to support these merchants. TAMs utilize their extensive craft knowledge, expertise and customer-facing skills to act as a critical bridge between Shopify and our enterprise merchants, driving product adoption, innovation, and leading high-impact projects that shape the future of commerce. This role offers the opportunity to work with some of the most influential companies worldwide, helping them harness the power of Shopify to transform their business.
The successful candidate will be strong in:
Strategic Advocacy and Guidance: Collaborate with merchants’ developers and senior engineers to provide strategic technical guidance, helping merchants plan and build robust solutions that enhance application health and business outcomes that align with their business roadmap.
Merchant Relationship Management: Develop and maintain close relationships with merchants, understanding their business needs, operational challenges, and technical environments to increase adoption and utilization from Shopify products.
Leadership and Influence: Lead discussions with senior merchant leadership on technical strategy, incident management, and product trade-offs.
Operational and Technical Support: Deliver real-time support during high-stakes events, manage project timelines, and work cross-functionally to implement operational solutions, ensuring a seamless merchant experience.
In this role you will:
Own the technical relationship with our most strategic and largest clients and advocate for merchant needs to influence the product roadmap.
Be an expert on Shopify’s application ecosystem, integrations, and platform.
Design and bring in-depth knowledge suitable to engage with technical and non-technical clients to demonstrate the possible solutions and the platform’s value as part of their technology stack.
Champions projects that involve other disciplines or crafts, building reciprocal relationships on the foundation of trust
Helps inform team strategy through technical expertise and involvement in projects
Anticipate merchant needs and transition from reactive to proactive service delivery.
Use technical expertise and deep product understanding to maintain effective context and compliment other merchant facing technical resources (Support, Solutions Engineers, Product Consultants etc.)
Manage on-site engagements, conduct technical health reviews, and support critical launches and sales events.
Flexibility with scheduling, work hours can be based on business and project needs which may include varied hours, weekends, and some holidays
Qualifications and skills:
Experience in Account Management, Solutions Engineering, Technical Escalated Support or equivalent.
Prior experience in ecommerce, IT services, sales, consulting, or project management is an asset.
Proven track record working with commerce customers in D2C, Retail and/or B2B
Solid understanding of technical strategy as it relates to operating and growing commerce businesses.
Strong communication skills with the ability to build strong relationships with key decision-makers
Strong project management skills, adept at working with cross-functional teams including engineers, General Managers, and revenue executives.
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 travel for customer on-site visits will be expected in the range of 15 - 25%, though will vary by merchant need.
Position is based remotely in Ireland
Technical Proficiency:
Advanced experience and application of Observe/Splunk queries, GitHub,
SQL/BigQuery (databases)
Web technologies (HTML, CSS, etc.)
HTTP Protocol, DNS/Domains, and SSL provisioning
Understanding of RESTful APIs, GraphQL, and JSON/XML
Knowledge of Shopify platform, business, and structure to drive decision making.
Preferred technical skills:
Knowledge of Liquid
Familiarity with development lifecycles, version control systems and development environments (git/Github is an extra plus)
Familiarity with Bugsnag and Observe dashboards