This role involves providing production support for the company's B2B Shopify eCommerce platform, ensuring high availability and business continuity. The position suits a Shopify Developer with a background in application production support, who can proactively identify and resolve issues and work collaboratively within a multidisciplinary team.
Responsibilities
Provide production support for the B2B Shopify eCommerce platform, ensuring high availability and business continuity
Monitor application health, integrations, and production environments to proactively identify and resolve issues before they impact business operations
Investigate, troubleshoot, and resolve incidents related to Shopify, Azure Middleware, ASPOS, payment, authentication, and third-party integrations
Perform root cause analysis (RCA) for production incidents and document findings with preventive recommendations
Manage and prioritize support tickets in line with agreed SLAs, ensuring timely resolution and clear stakeholder communication
Coordinate with business users, customer support teams, developers, QA, and infrastructure teams to resolve production issues efficiently
Monitor integration jobs, APIs, webhooks, and data synchronization between Shopify and enterprise backend systems
Validate production fixes, configuration changes, and emergency deployments while minimizing business disruption
Support release activities, production deployments, hypercare, and post-release monitoring
Analyze application logs, API responses, middleware transactions, and system alerts to diagnose issues
Support user management, access-related issues, and basic Shopify configuration changes where applicable
Identify recurring production issues and recommend permanent improvements to enhance platform stability and operational efficiency
Create and maintain operational documentation, knowledge base articles, runbooks, and support procedures
Collaborate with development teams to ensure production readiness and smooth transition of new features into support
Participate in on-call support and production incident management when required
Requirements
3–5 years of experience in application production support, preferably within eCommerce platforms
Hands-on experience supporting Shopify-based eCommerce applications in a production environment
Good understanding of Shopify Admin, Shopify APIs, Webhooks, Orders, Products, Customers, and B2B commerce capabilities
Experience troubleshooting REST APIs, JSON payloads, and integration-related issues
Familiarity with Azure services, middleware platforms (e.g., Azure Integration Services, Boomi, or similar), and enterprise integrations
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Experience supporting integrations with ERP, POS, payment gateways, identity providers, and third-party systems
Strong understanding of incident management, problem management, SLA-driven support, and ITIL best practices
Experience using monitoring and logging tools to analyze production issues and system performance
Familiarity with SQL queries and basic data analysis for production issue investigation
Experience with Azure DevOps, Jira, ServiceNow, or similar ticketing and work management tools
Knowledge of Git, release management, and deployment processes
Ability to perform root cause analysis and recommend long-term corrective actions
Strong analytical and troubleshooting skills with attention to detail
Excellent communication and stakeholder management skills
Strong initiative, proactive attitude, and ability to work under pressure in a production support environment
Strong written and verbal communication skills in English
Willingness to participate in production support rotations and provide off-hours support when required
Benefits
Assist the client support team using your technical background
Interact with clients on a regular basis to drive their business towards impactful change
Seize opportunities at the client and at Metyis in an entrepreneurial environment
Become part of a fast growing international and diverse team
About the Company
Metyis is a forward-thinking, global company that collaborates with business partners and clients to create and implement capacities and capabilities required to improve future performance. It operates across a wide range of industries, with an embedded partnership model to drive sustainable growth for industry-leading organizations. Metyis develops integrated solutions that enable growth through an ecosystem combining Big Data, Digital Commerce, Marketing & Design solutions, and Advisory services. The company values diversity, equity, inclusion, and belonging (DEIB) and is committed to creating a workplace where every employee can make a meaningful impact and grow.
