Technical Account Manager

Join Shopify as a Technical Account Manager (TAM) and be the primary technical contact for our enterprise merchants on the East Coast. In this role, you'll simplify complex environments and take actionable steps to support these merchants, leveraging your extensive knowledge and customer-facing skills. Act as a critical bridge between Shopify and our enterprise merchants, driving product adoption and innovation. You'll work with some of the most influential companies worldwide, helping them harness the power of Shopify to transform their business. Key Responsibilities: Provide strategic technical guidance to merchants, enhancing application health and aligning with business roadmaps. Develop and maintain close relationships with merchants, increasing adoption and utilization of Shopify products. Lead discussions with senior merchant leadership on technical strategy and incident management. Deliver real-time support during high-stakes events and manage cross-functional project timelines. Own the technical relationship with strategic clients, advocating for merchant needs to influence the product roadmap. Design solutions and demonstrate the platform’s value to technical and non-technical clients. Anticipate merchant needs, transitioning from reactive to proactive service delivery. Manage on-site engagements, conduct technical health reviews, and support critical launches. Qualifications: Experience in Account Management, Solutions Engineering, or Technical Support, with a background in ecommerce, IT services, sales, consulting, or project management. Proven track record working with commerce customers in D2C, Retail, or B2B. Solid understanding of technical strategy for commerce businesses. Strong communication and project management skills, adept at working with cross-functional teams. Ability to travel for customer on-site visits (15-25%). Technical proficiency in Grafana/Splunk queries, GitHub, SQL/BigQuery, web technologies (HTML, CSS), HTTP Protocol, DNS/Domains, SSL provisioning, RESTful APIs, GraphQL, and JSON/XML. Knowledge of Liquid and familiarity with development lifecycles and version control systems (git/Github). Experience with Bugsnag and Observe dashboards and understanding of Shopify platform for decision-making.