Support Engineer

You have at least 1 year of experience in Shopify theme development and customization, with a strong focus on both frontend and backend development. You are an expert in Liquid, jQuery, JavaScript, HTML5 CSS, AJAX, JSON, ReactJS, and DOM. Your knowledge encompasses Shopify's object/properties, AJAX API, Metafields, Shopify's theming system, and Liquid templating. Your expertise includes a strong understanding of responsive web design techniques and cross-browser compatibility. You are well-versed in Shopify best practices and the Shopify CMS. You have experience implementing and debugging 3rd party Shopify apps, as well as working on page speed optimization, SEO, and CRO. Your problem-solving, debugging, and troubleshooting skills are excellent, and you possess strong communication and collaboration abilities necessary for effective teamwork. You are responsible for Incident Management, Service Request Management, Problem Management, and enhancements for your respective brands. In your role, you research, diagnose, troubleshoot, and identify solutions to resolve issues, following standard procedures for proper escalation of unresolved issues to the appropriate internal teams. You provide prompt and accurate feedback to customers and work on creating SOPs for incidents/requests that can be resolved by the L1 team, aiming to drive up First Call Resolution. Furthermore, you ensure that resolution notes are properly captured in Jira and that comments from end users on a ticket are timely addressed. You also ensure that Resolution SLAs based on the priority of the tickets are met, and work executed on enhancements is performed in an agile fashion. Coding standards and support through at least 80% Unit test coverage are maintained, ensuring that code developed passes all checks from SONAR or relevant tools. Additionally, you participate in Sprint planning and Grooming sessions, working with BA's to story point during refinement and developing code based on acceptance criteria documented and signed off during refinement. You ensure > 80% Unit test coverage for code developed, collaborate with Leads/engineering team to review PRs and have them approved, and work on any bugs reported during QA and UAT phases.,