Job Description
About Us
The Company: Dotdigital is a thriving global community of passionate, dedicated professionals, committed to the collective success of the organization and its clients. Our core principles of innovation, teamwork, and client-focused solutions drive us to approach challenges with a growth mindset and take ownership of our work. At Dotdigital, collaboration and curiosity pave the way for meaningful connections and learning opportunities with diverse peers. Our work environment encourages knowledge sharing, fosters exploration, and cherishes creative ideas. Combined, these guide us towards a shared vision in which brands around the world exceed customer expectations through the adoption of responsible marketing practices.
About Alia by Dotdigital
Alia is redefining how eCommerce brands turn website visitors into customers. Built exclusively for Shopify, Alia’s AI-powered popups combine intelligent targeting, real-time optimisation, and beautifully designed experiences to drive industry-leading opt-in rates and revenue growth. Trusted by thousands of high-growth brands, Alia helps merchants capture high-quality email and SMS subscribers, unlock zero-party data, and deliver more personalised customer journeys from the very first interaction.
About the Role
Technical Support Specialist Role Overview
Assist customers with setup and resolve technical issues that require web development knowledge. Serve as a frontline technical resource, jumping in quickly on urgent issues while building out documentation to help customers self-serve over time.
Responsibilities
Troubleshoot and resolve customer technical issues
Guide customers through product setup and configuration
Respond to urgent issues quickly and see them through to resolution
Write and maintain help documentation for recurring issues and common setup flows
Escalate bugs and product issues to engineering with clear reproduction steps
About You
Requirements
Strong web development fundamentals: HTML, CSS, JavaScript, DevTools, networking basics, web vitals
Strong written and spoken English
Patient and customer-focused; able to explain technical concepts clearly to non-technical users
Able to stay calm and effective under time pressure
Nice to Have
Shopify experience (big plus, especially Shopify themes)
Prior experience in a technical support or solutions role
Experience writing public-facing technical documentation
Interview Process
30 min intro call with our Head of CS to assess support skills/experience
30 min live technical assessment with CTO
30 min final interview with CCO