Onboarding and Support Engineer

We’re looking for a proactive, people-loving Onboarding & Support Engineer to be the human glue between merchants and our technology. Your mission? Make sure every brand launches with confidence, stays happy, and squeezes every drop of value out of Supercycle.

• Guide merchants through setup and integration
• Troubleshoot Shopify quirks and edge cases
• Be a trusted advisor, not just a ticket-closer
• Spot patterns, suggest improvements, and help us scale our onboarding playbook
• You won’t be alone, you’ll work closely with our product and engineering leads, * Provide first-line technical support to merchants via chat, email, and scheduled calls, ensuring issues are resolved quickly and effectively
• Troubleshoot technical challenges related to Supercycle’s integration with Shopify
• Document common support cases and contribute to self-help resources (e.g FAQs, guides, troubleshooting docs)
• Lead select projects to improve the support experience
• Monitor and analyse support trends, feeding insights into our product roadmap to continuously improve the user experience
• Escalate complex issues to our engineering and product teams, ensuring timely resolution, * Guide new merchants through onboarding, helping them configure Supercycle to match their business model (rental, resale, subscriptions, etc)
• Conduct virtual onboarding sessions to walk merchants through key features and best practices
• Assist in Shopify storefront implementations, including minor code adjustments (e.g Liquid, HTML, CSS) when necessary
• Help merchants apply advanced onboarding customisations to optimise their integration
• Lead select projects to improve the onboarding experience

• You like helping people
• You can get pretty technical, you don’t need to be a developer (although it is an advantage), but you should have a basic understanding to help diagnose and discuss issues
• Solving problems feels easy to you
• Ideally, you’ve dabbled with Shopify before
• You want to be in-person (central York), surrounded by energy from your peers, * You can explain technical concepts in a clear, friendly, and professional manner
• You’re a fast learner, picking up new systems, technologies and workflows quickly
• You’re highly organised, juggling multiple tasks and prioritise efficiently
• A basic understanding of HTML, CSS and Liquid (Shopify’s templating language) is a plus (to help diagnose frontend issues). If you don’t have direct experience in these areas, a curiosity to learn more is desirable as well
• Understanding of Shopify (or a willingness to learn)

After spending a decade helping some of the biggest brands launch and grow on Shopify, three things became very clear to us.

First, the only way these businesses could grow was by making and selling more stuff. When growth depends on endless consumption, incentives can become perverse.

Second, their own customers were now reselling those products to each other on Vinted, Depop, and eBay, directly competing with the brands themselves.

Third, even the pioneers trying to break this cycle, like Rent the Runway, were stuck fighting retail margin problems while carrying tech company costs.

So we built Supercycle: the circular commerce engine for Shopify. We make it easy for merchants to rent, resell, and run product-as-a-service without friction. More revenue per product means brands grow with less waste and less manufacturing. We work with circular startups and global icons alike, helping them ditch the old linear make > sell > dump mindset.

When our merchants thrive, the circular economy scales, and that’s where you come in.