Summary
Overview
Work History
Education
Skills
Timeline
Generic

Matthew Ongaro

Thunder bay,ON

Summary

Dynamic Technical Account Manager with a proven track record at Shopify, supporting over $1 billion in sales through strategic guidance and robust customer relationship management. Expert in SQL and API troubleshooting, adept at fostering collaboration among stakeholders to resolve complex issues and enhance merchant success.

Overview

5
5
years of professional experience

Work History

Technical Account Manager

Shopify
Thunder bay, ON
06.2024 - Current
  • Delivered strategic technical guidance to Shopify's largest merchants, enhancing their operational capabilities.
  • Utilized SQL, REST, GraphQL APIs, server logs, and GitHub for troubleshooting and solutions.
  • Cultivated strong relationships with merchants, contributing to over $1 billion in annual sales.
  • Collaborated with internal and external executives to resolve ongoing issues and implement solutions.
  • Managed onsite engagements, technical health reviews, and critical business launches.

Technical Support Expert

Shopify
Thunder Bay, Ontario
01.2025 - 06.2025
  • Delivered escalated technical support to Enterprise Merchants via multiple support channels.
  • Assisted frontline support with complex technical inquiries and troubleshooting.
  • Utilized SQL, Observe/Splunk, REST, and GraphQL APIs for effective issue resolution.
  • Coordinated incident triage among internal and external stakeholders for platform-wide and merchant-specific issues.

Enterprise Support Specialist

Shopify
Thunder bay, Ontario
08.2022 - 01.2025
  • Delivered frontline support to Enterprise Merchants through chat, email, and phone communications.
  • Resolved various technical issues via live troubleshooting and provided incident updates across Shopify.
  • Utilized SQL, REST, and GraphQL APIs alongside Onserve and Splunk technologies for diagnostics.

Plus Support Specailist

Shopify
Thunder Bay, Ontario
04.2021 - 08.2021
  • Provided support to all merchants on Shopify Plus plan through chat, email, and phone.
  • Facilitated resolution of technical issues and daily operational inquiries for merchants.
  • Triaged live incidents while coordinating communication between merchants and internal stakeholders.

Support Advisor

Shopify
Thunder Bay, Ontario
06.2020 - 04.2021
  • Assisted merchants on the Shopify platform with day-to-day operations, technical questions & how-tos on the platform.
  • Provided business coaching to assist merchants in leveraging the platform to make more sales.
  • Answered merchants via live chat, email and phone calls.

Education

Diploma - Computer Science

Confederation College
Thunder Bay, None
04-2020

Skills

  • SQL
  • REST & GraphQL API
  • Splunk/Observe
  • Technical troubleshooting
  • Incident management
  • Customer relationship management
  • Stakeholder collaboration
  • Effective communication

Timeline

Technical Support Expert

Shopify
01.2025 - 06.2025

Technical Account Manager

Shopify
06.2024 - Current

Enterprise Support Specialist

Shopify
08.2022 - 01.2025

Plus Support Specailist

Shopify
04.2021 - 08.2021

Support Advisor

Shopify
06.2020 - 04.2021

Diploma - Computer Science

Confederation College

Similar Profiles

CREATE PROFILE
Matthew Ongaro