{"id":1925745,"url":"https://alion.io/job/teifi-digital-product-support-specialist","title":"Product Support Specialist","company":{"id":687386,"name":"Teifi Digital","domain":"teifi.com","url":"https://alion.io/company/teifi","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Rippling","truth_index":{"grade":"A","score":86,"open_postings":9,"ghost_share":0,"stale_share":0.556,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-20T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Rijswijk, Netherlands"],"countries":["NL"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":36000,"max_usd":68000,"period":"year","method":"role_country_seniority_unknown","sample_n":84},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Intercom","optional":true},{"name":"SLI/SLO/SLA","optional":true}],"status":"live","first_seen_at":"2026-09-29T17:58:23Z","employer_posted_date":"2026-09-29","last_verified_at":"2026-10-20T21:59:31Z","board_verified":true,"closed_at":null,"days_open":21,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":21},"description":"About Teifi\nTeifi Digital, a Shopify Plus Platinum partner, excels in resolving complex e-commerce challenges. We focus on integrating large catalogs, sophisticated data frameworks, and legacy systems into seamless unified commerce and B2B solutions, delivering unparalleled customer experiences. Our skill in deploying Shopify Plus caters to top-tier merchants in manufacturing, parts, distribution, retail, and B2B, ensuring minimal technical debt and maximized e-commerce revenue.\nAn AI-Forward Workplace\nAI is embedded in how we work. Our team regularly uses AI tools to enhance productivity, streamline processes, and deliver better outcomes. Candidates joining us should be comfortable leveraging AI as part of their day-to-day workflow and open to developing their skills as these tools evolve. Familiarity with AI tools is a plus; a willingness to learn and adapt is a must.\nAs part of our hiring process at Teifi Digital, any offer of employment is conditional upon the successful completion of a background check.\nRole Overview\nWe are seeking a Product Support Specialist to own the day-to-day support experience for our clients. As the first line of support, you are an expert at understanding merchant needs, investigating issues, and educating merchants on the product. Our ticket volume is moderate but technically deep - success in this role looks less like high-volume queue clearing and more like consistently getting to the bottom of complex, configuration-specific problems. You'll work directly with our product and engineering teams as the liaison between merchants and the people who build the product. As a small and fast-growing team, you'll have the opportunity to build the processes that scale our support function.\nKey Responsibilities\nFrontline Support\nOwn merchant requests in Intercom across in-app chat, email, and phone\nRun daily ticket triage: categorize, investigate, troubleshoot, resolve, or escalate\nReproduce reported issues independently before escalating - in Shopify admin, on Shopify POS (iOS and Android), and in merchant stores via collaborator access\nRequest and use Shopify collaborator access to investigate merchant configurations directly\nEscalation & SLA\nMaintain defined response times across P0-P3 priority levels during coverage hours\nEscalate to engineering with a documented reproduction, merchant impact, and priority\nFile accurate Linear tickets against our ticket quality standard and keep merchants updated on status\nProvide specialized support for Shopify Flow configurations involving triggers and actions\nCommunicate proactively with affected merchants during incidents, including workarounds and resolution updates\nKnowledge & Self-Service\nOwn and maintain our knowledge base so merchants have current, accurate information\nBuild and maintain reusable resources: guides, FAQs, macros, and onboarding templates\nConfigure and continuously improve Fin, our AI support agent, to increase self-serve resolution\nDesign self-service flows for bug reports, feature requests, and common question paths\nProduct Feedback\nTrack recurring issues and surface structured product feedback to the product team\nIdentify churn risk early and escalate with context\nPartner with our implementations team on merchant handoff at go-live\nQualifications\n1-3 years in technical support, customer success, or implementation; SaaS or Shopify ecosystem strongly preferred\nWorking knowledge of Shopify: how stores, apps, POS, inventory, and orders fit together\nStrong troubleshooting instincts - you investigate thoroughly before you escalate\nClear, friendly written communication: you can guide a non-technical merchant through a setup problem and write a precise bug report in the same hour\nOrganized and self-directed; you manage a queue without being chased\nCalm under pressure and comfortable with ambiguity and context-switching","description_format":"text","description_chars":3868,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Commerce","B2B Commerce"],"lifecycle":[{"event":"open","at":"2026-10-05T19:48:15Z"}],"visa":[],"liveness":{"score":66,"band":"ok","label":"Likely open","p_open":1,"p_active":0.738,"p_room":0.9,"age_days":20,"expected_fill_days":32,"reasons":["conf:0","velocity","win:mid"],"computed_at":"2026-10-20T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/teifi-digital-product-support-specialist","json_url":"https://alion.io/job/teifi-digital-product-support-specialist.json","meta":{"generated_at":"2026-10-21T01:04:18Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1674,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-22T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":687386},"rest":"https://alion.io/mcp/rest/get_company?id=687386"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fteifi-digital-product-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fteifi-digital-product-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fteifi-digital-product-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/teifi-digital-product-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fteifi-digital-product-support-specialist"}]}