Customer Support Specialist

Who We Are:

Egnition builds automation apps exclusively for Shopify merchants. Fully remote, 10+ countries, founded in Australia. One rule: if something has our name on it, it works, or it's free.

No outsourcing. No vague documentation. No assumptions left unstated. Intellectual honesty here is the norm, not a selling point.

The Role:

You'll be the first person a merchant speaks to when something goes wrong, often during their busiest, most expensive moments.

That means structured thinking, precise written English, the ability to diagnose technical issues without hand-holding, and the judgement to know when to own a problem vs. when to escalate it.

The measure: every merchant ends the conversation more confident than when they started it.

What You'll Do Day-to-Day:

• Be the first point of contact. Handle merchant inquiries via email, chat, CRM, and live calls, promptly and with genuine care.
• Diagnose the issue. Figure out what's actually wrong before explaining how to fix it.
• Help merchants set things up. Jump on a voice call when needed and guide a merchant through app setup in real time while they share their screen. No video required, this is voice and screen-share, not face-to-face.
• Hand off cleanly. Leave clear notes and hand off shifts in an organised way, so the next person knows exactly where things stand when they pick up.
• Escalate properly. Give the dev team a clear, useful brief, not just "the customer's unhappy."
• Track patterns. If the same issue keeps appearing, flag it, don't just close tickets and move on.
• Represent the standard. Every message you send reflects on Egnition.

What We're Looking For (Must-haves):

• Strong written English, C1/C2 level. Spelling and grammar matter.
• 1 to 3 years in customer support, ideally in SaaS, eCommerce, or a technical environment.
• Shopify knowledge or general eCommerce experience. We build the Shopify-specific depth with you, but you shouldn't be starting from zero.
• Experience with a helpdesk or CRM: Zendesk, Freshdesk, Help Scout, Intercom, or similar.
• Technical mindset. You can investigate a problem, form a theory, test it, and explain what you found.
• Good organisational habits. Things don't fall through the cracks on your watch.
• Calm under pressure. When a merchant is stressed about lost sales, you're the steady one.
• Comfortable on live calls. Some merchant support happens over voice call with screen-share, not just async messaging. Camera is never required, but if you'd rather avoid real-time conversation altogether and only work in writing, this isn't that role.
• Remote-ready. Self-motivated and reliable, and able to work independently once trained.
• Available for a 12-hour shift, 2 days on / 2 days off, 8 AM to 8 PM (GMT+3), once probation is complete. This schedule is steady and non-negotiable.
• Comfortable with the occasional emergency shift change described below.

Would Be Great If You Have:

Candidates with Shopify experience will be prioritised.

• Experience with Shopify (as a merchant, app user, or support specialist). This is the strongest differentiator at the application stage.
• Background in eCommerce or online retail.
• Familiarity with Jira, Confluence, Slack, or similar collaboration tools.
• Experience working in fully remote, international teams.
• Previous experience documenting processes or creating help articles.

Schedule & Work Expectations

During probation:

Your working hours will be adjusted during probation to make the most of your training. Once you pass probation, you move onto the fixed rotation below.

Your shift:

After probation, you'll work a 12-hour shift, 2 days on / 2 days off, 8 AM to 8 PM (GMT+3). Fully remote. This is a steady, fixed rotation and the hours are non-negotiable.

This averages to roughly 42 hours per week over the rotation cycle (24 hours worked per 4-day cycle). Once your position in the rotation is set, your working and off days repeat in the same pattern indefinitely.

Emergency flexibility:

This is a 24-hour support operation, and like any operation that runs around the clock, there will occasionally be situations that require temporary adjustments: covering a colleague's shift, switching to night shift for a stretch, or shifting your days off. This might happen once a year. It might not happen at all. But it is a normal and expected part of working here, not an exception to your contract, and we'd rather you know that going in than be surprised by it later.

What We Offer

• Competitive salary aligned with your experience, paid reliably twice per month.
• Fully remote position. Work from wherever you're happiest (stable internet required).
• A steady, fixed 2-on/2-off rotation after probation. You know your pattern in advance and it doesn't change week to week.
• Annual vacation and sick leave.
• Work with a global team spanning 10+ countries. Diverse perspectives, zero office politics.
• Quality tools: Shopify, a modern helpdesk system, Jira, Confluence, Slack, Google Meet.
• Guaranteed quality. Our products always work as promised, or they're free.
• Growth opportunities. As we scale, so do opportunities for advancement.

How We Hire:

• Written Application. Two or three specific questions that require actual thinking. Not "tell us about yourself." How you write here is the first real signal. Includes your expected monthly salary.
• 90-Second Voice Response. One question, answered as a voice recording, 90 seconds maximum. No script, no preparation. Just respond naturally. Written and spoken English are different things, and we need to hear both. The whole step takes under five minutes.
• One-Hour Interview. By this point, we already know you can write and speak. This is a real conversation about how you think and whether this is the right fit for both sides. Google Meet. Decision within one week.

Let's ignite some eCommerce greatness together!

The Egnition Team

P.S. Egnition = eCommerce Ignition. Just shorter and catchier!