Shihab A.

Top Rated Technical Support & Merchant Success specialist with 5+ years of experience supporting SaaS products, Shopify apps, and e-commerce businesses. I have completed 1,500+ hours on Upwork with 100% Job Success, helping teams troubleshoot technical issues, support customers, onboard merchants, reproduce bugs, and improve product experiences. I can help with: • Shopify & SaaS technical support • Customer and merchant support via chat, email, and phone • Shopify app setup, configuration, and troubleshooting • Subscriptions, preorders, back-in-stock, waitlists, product recommendations, Klaviyo, and Shopify Flow • Customer onboarding and product guidance • Technical troubleshooting and root-cause investigation • Bug reproduction, testing, documentation, and engineering handoff • HTML, CSS, and JavaScript troubleshooting and adjustments • JSON data, API payloads, and structured data troubleshooting • Manual and feature testing • Technical documentation, SOPs, and knowledge-base content • Basic Python scripting and workflow automation • AI-assisted support, research, troubleshooting, and documentation workflows My background is particularly useful when an issue sits between customer support and engineering. I can communicate directly with customers, investigate the technical side, reproduce the problem, document what is happening, and provide developers with clear information to move toward a resolution. I have hands-on experience working with Shopify app companies and supporting merchants across subscriptions, preorders, inventory-related workflows, storefront issues, integrations, and other e-commerce use cases. My toolkit includes Shopify, Intercom, Crisp, ClickUp, Notion, Loom, Klaviyo, Shopify Flow, Google Workspace, Microsoft 365, HTML, CSS, JavaScript, JSON, basic Python, and modern AI tools. I am comfortable learning unfamiliar products and systems quickly rather than being limited to a fixed toolset. I take ownership of issues from the first conversation through investigation, follow-up, and resolution. I value clear communication, accurate troubleshooting, reliability, and becoming someone a team can depend on. I am available for individual technical projects, ongoing SaaS or Shopify support, part-time engagements, and long-term collaborations.