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At Shopify, we believe in building the future of commerce, and our Technical Services team is at the heart of this mission. We design, build, and operate the internal systems that connect and power our business, ensuring everything runs smoothly and efficiently. As a Technical Services Technician, you'll help to architect, implement, and support critical infrastructure including network systems and AV equipment across our Shopify spaces. Whether it's developing our internal tooling or integrating cutting-edge technology, Technical Services is all about powering Shopify with innovative solutions.

Responsibilities:

Technical Support and System Maintenance:

• Conduct routine hardware checks and respond to support requests with a proactive approach.

• Provide training to ensure our teams are equipped to use systems effectively.

• Keep our systems running smoothly with regular updates and maintenance.

Onsite Support and Operations:

• Facilitate seamless onsite activities, including daily operations, system checks, and special events.

Continuous Improvement and Innovation:

• Regularly evaluate system performance and usability, implementing improvements based on feedback and trend analysis.

• Identify opportunities to automate manual processes, enhancing efficiency.

User Support and Documentation:

• Offer exceptional support to end users both in person and remotely via tools like Slack and our internal Helpdesk.

• Create clear, comprehensive documentation for AV and Network solutions to empower our teams.

About you, It would be great if you had experience in the following:

(Don’t stress, we are not expecting experience in all of the following!)

• Familiarity with industry standards, leading manufacturers, and emerging technologies.

• Strong expertise in video streaming technologies and signal flows.

• Proven experience with webcasting and livestreaming, including RTMP protocols.

• Solid understanding of network protocols, services, standards, and their functionalities.

• Hands-on technical and principled understanding of networking protocols from Layer 1 to Layer 7.

• Experience with tools like Google Workspace, enhancing collaboration and productivity.

• Familiarity with Ubiquiti.

Operational Requirements:

• Ability to travel to other Shopify spaces in North America and abroad as needed (10% of the time).

• Ability to work in an on-call rotation (every 6 weeks).

• Experience working both on-site and remotely.