Application Development & Support Specialist (Shopify eCommerce Platform)

Application Support (Shopify eCommerce Platform)

Software Engineering • Digital Organization

Vertiv

Philippines

Products and Solutions – Engineering

Software Engineering

Exempt

Vertiv is seeking an Application Support specialist to provide day-to-day operational support for Vertiv’s enterprise Shopify eCommerce platform within the Digital organization. This individual contributor role is responsible for monitoring platform health, triaging incidents, performing basic troubleshooting, and escalating issues to the development team as needed. The Application Support specialist will help maintain the Gen 2 eCommerce platform’s stability and availability by serving as the first line of support, documenting issues, and assisting with routine platform maintenance tasks. This role supports Vertiv’s Operational Excellence and Customer Focus strategic priorities by helping ensure the eCommerce platform remains operational and responsive for Vertiv’s global customers.

As a member of the Digital organization’s eCommerce team, this role provides frontline support for the Shopify platform including incident logging, content updates, and order-related issue investigation. The Application Support specialist will work closely with Application Developers and the Tech Lead to escalate complex issues, assist with testing activities, and support routine deployment verifications. This role offers exposure to enterprise eCommerce operations, Shopify platform administration, and integration workflows as part of professional development within the team. This position is based at Vertiv’s Philippines office.

• Platform Monitoring & Incident Triage: Monitor the Shopify eCommerce platform for availability, performance, and defects; log and categorize incidents in ServiceNow; perform initial triage and escalate complex issues to the Application Developer or Tech Lead for resolution.
• Basic Troubleshooting & Issue Resolution: Perform first-level troubleshooting of Shopify storefront issues including content display errors, order processing anomalies, and user reported defects; test known fixes and document resolutions in accordance with support procedures.
• Content & Configuration Support: Assist with routine Shopify content updates, product catalog maintenance, and basic platform configuration changes; support the team with data entry, content publishing, and storefront administration tasks as directed by the Tech Lead or Application Developer.
• Testing & Verification: Support quality assurance activities by executing test cases, verifying bug fixes, and performing post-deployment smoke testing; document test results and report defects to the development team for resolution.
• Documentation & Communication: Maintain support documentation including runbooks, known issue logs, and troubleshooting guides; communicate platform status updates to stakeholders and provide regular reporting on incident trends and resolution metrics.

Education

Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or related field; equivalent practical experience or relevant certifications considered.

Experience

• 4–8 years of experience in application support, product support, or technical support with exposure to the Shopify platform or eCommerce environments.
• Experience logging, categorizing, and triaging incidents using ticketing systems (e.g., ServiceNow, Jira, or equivalent).
• Familiarity with supporting web-based applications in a production environment, including basic troubleshooting and issue documentation.
• Exposure to eCommerce platforms, content management, or storefront administration is a plus.

Technical Skills

• Familiarity with the Shopify platform, including storefront navigation, admin panel, and basic Liquid templating concepts.
• Knowledge of HTML, CSS, and JavaScript sufficient to identify and describe frontend issues.
• Understanding of REST APIs and how web applications communicate with backend systems.
• Familiarity with incident management tools (ServiceNow preferred) and support workflows.
• Familiarity with Linux command-line operations and log file review.
• Understanding of web application fundamentals and browser developer tools for basic troubleshooting.

Preferred Qualifications

• Experience with Shopify Plus platform administration.
• Exposure to Oracle integrations or middleware platforms in a support capacity.
• Familiarity with GitLab for reviewing deployment changes.
• Experience with WCAG accessibility testing or compliance verification.
• Familiarity with monitoring and observability tools (e.g., Datadog, New Relic, or equivalent).
• Experience with AI-augmented support tools and practices.
• ITIL certification or familiarity with ITIL service management frameworks.

Working Conditions

Primary Work Location: Philippines.