Tùng Thanh

Shopify Technical Support Specialist with 3+ years of experience supporting merchants and troubleshooting Shopify themes, apps, storefront behavior, tracking, and third-party integrations. Hands-on experience with HTML, CSS, JavaScript, browser DevTools, technical SEO, analytics, and conversion tracking, with a strong focus on investigating technical issues, reproducing bugs, and identifying practical solutions. Experienced in collaborating with Product, QA, and Development teams to escalate complex issues, validate fixes, and provide feedback for product improvements.

Additional experience supporting Duda and WordPress websites, including website configuration, troubleshooting, performance, redirects, DNS/CDN, and SEO-related issues.

Background in system integration and technical consulting, with the ability to translate merchant requirements into effective technical solutions.

Technical Support Specialist at GemCommerce (2025-05 – Present)

• Support 50+ Shopify merchants monthly via live chat, troubleshooting storefront, landing page, app configuration, and custom feature issues.
• Help merchants create and customize landing pages, theme sections, and storefront components based on business and conversion requirements.
• Investigate Shopify theme and app behavior using HTML, CSS, JavaScript, browser DevTools, and technical documentation to identify and resolve frontend issues.
• Troubleshoot tracking discrepancies by inspecting browser network requests, tracking pixels, event payloads, and third-party integrations to identify issues affecting analytics and conversion tracking.
• Reproduce merchant-reported bugs, document technical findings, and collaborate with Product and Engineering teams to validate fixes and reduce recurring issues.
• Perform feature and regression testing before releases to identify bugs and improve release quality.
• Gather merchant feedback and identify recurring issues to support product improvements and better user experience.
• Use AI-assisted tools such as ChatGPT and Claude for technical research, debugging assistance, and documentation.

Technical Support at Avada Group (2023-08 – 2025-03)

• Supported hundreds of Shopify merchants through live chat, troubleshooting issues across Shopify apps, themes, storefront configurations, and integrations.
• Maintained 90%+ ticket resolution within 24 hours while handling a high volume of technical merchant requests.
• Investigated complex merchant issues by reproducing problems, analyzing storefront behavior, and identifying potential technical root causes.
• Used HTML, CSS, and JavaScript to troubleshoot and resolve storefront and app-related issues.
• Assisted merchants with app configuration, storefront customization, integrations, and technical implementation.
• Reproduced and documented bugs and collaborated with Product teams to improve product usability and reduce recurring issues.
• Participated in feature testing and release validation, helping identify issues before production releases.

Solution & System Integration Specialist at Bkav Corporation (2022-07 – 2023-06)

• Analyzed customer requirements and translated business needs into practical technical solution recommendations.
• Researched and evaluated enterprise products and solutions to support technical consulting and solution implementation.
• Collaborated with Product, Technology, and Deployment teams to support solution implementation and resolve technical requirements.
• Gathered customer feedback and communicated requirements to internal teams to improve solution fit.
• Gained practical exposure to web application architecture and system integration through deployment projects.

Bachelor of Electronics and Telecommunications Engineering in Electronics and Telecommunications Engineering – Hanoi University of Industry (2018 – 2022)