Senior Support Specialist, Incident Response Operations (Remote, New Zealand)

  • Company:
  • Location:
  • Salary:
    negotiable / month
  • Job type:
  • Posted:
    3 weeks ago
  • Category:

Job Description

This isn’t your typical Incident Response role – rather than doing technical investigation and solution building, you will facilitate internal stakeholders, ask the tough questions, and provide documentation to our Support teams in order to ensure the best outcome for our Merchants and Shopify. Therefore, you don’t need an Incident Response background or any technical skills to be successful in this role.

We don’t always have a clear cut process so we’re looking for creative problem solvers, critical thinkers, and strong facilitators who are able to share information clearly, concisely and efficiently. From striving to do the right thing for our Merchants, to delivering a difficult “no”, the Incident Response Operations team quickly organises and responds to a wide variety of issues and incidents. If you’re someone who is curious and gets excited about walking into a challenge where anything can happen, where your strategy might change half-way through, and where you have to think intuitively on your feet, then this role might be a good fit for you! 

We work with multiple teams including: Engineering, Security, Workplace/Safety, Internal and External Communications, Legal, Support, and of course our Merchants to ensure the best outcome is achieved for our stakeholders and Merchants whilst also protecting Shopify’s reputation. 

Senior Support Specialists are trained and supported with the appropriate knowledge and tools to determine what Merchants want and need, and help them take their business one step further. You are building solutions, projects, and tools that contribute to overall Merchant success, while interacting with them through one of our available support channels.


  • Work with other Specialists and members of other teams to solve problems by identifying creative solutions and potential workarounds. Assist other teams in implementing these plans, removing roadblocks, and advocate on behalf of the Merchants.

  • Assess, plan, implement, coordinate, monitor, and evaluate options and services to meet stakeholders' needs.

  • Coordinate cross-discipline teams of incident responders to ensure timely and efficient completion of incident-related tasks.

  • Consistently and accurately record incidents to gather data and find trends.

  • Engage in post-incident analysis, learning, and action planning. 

  • Use sound judgement to make great decisions quickly, and understand the larger impact (positive or negative) of your choices ahead of time.

  • Prioritize your time with minimal guidance.

  • Analyze all sides of the situation, understand context without being burdened by analysis paralysis or the emotion of a situation. 

  • Execute tasks related to the development of the Incident Response craft such as developing training for Support teams and doing research on Merchant needs.

  • Display self awareness in identifying strengths and weaknesses in your own work. 

  • Provide clear, actionable, and creative feedback to others.


  • This role changes and evolves regularly – you must be open and excited about continuous improvement.

  • Proven experience working in ambiguity and making strong decisions without processes to guide you.

  • Strong ability to engage productively in difficult conversations. You can confidently navigate discussions and make sure all parties feel heard and understood.

  • Proven success prioritising and taking action in high-pressure/high-risk environments against tight deadlines.

  • Ability to recognise and understand multiple perspectives in a situation without getting blocked by analysis paralysis.

  • Able to identify problems and create innovative solutions.

  • Highly organised with strong attention to detail.

  • Expert in time management.

Additional Information

Closing Date: April 6th 12pm EST.

You can expect to hear back from us within 2 week of submitting your application.

Location or Time Zone: New Zealand NZT.
Schedule: 4 day work week, 10 hours a day, Weekend Coverage ~8am – 6pm NZT. 

Note: We follow the sun here at Shopify since we work with so many global teams. Therefore we do change our working hours up or back slightly come daylight savings. This makes our schedule a little more flexible to work with other teams.  

At Shopify, we are committed to building and fostering an environment where our employees feel included, valued, and heard. Our belief is that a strong commitment to diversity and inclusion enables us to truly make commerce better for everyone. We strongly encourage applications from Indigenous people, racialized people, people with disabilities, people from gender and sexually diverse communities and/or people with intersectional identities. Please take a look at our 2019 Sustainability Report to learn more about Shopify's commitments.