Ryan Berard

I’m a customer support specialist with nine years in customer-facing technical support, including five years in B2B SaaS across the Shopify ecosystem and two on Shopify’s Plus team. I own issues end to end: I reproduce, diagnose, and either resolve them or escalate with full context, treating “something looks off” as a real bug worth chasing. I QA my own work and back it up with precise documentation—using AI daily to move faster on responses, docs, and workflow automation.

Most recently as a Technical Onboarding Specialist → Lead at Grocerist, I owned support and onboarding for 30+ B2B SaaS accounts (Shopify and Shopify Plus merchants), including a multi-store account. I QA’d every install and integration (Recharge, Appstle, Zapiet, Matrixify) against pre-launch checklists to catch configuration and checkout issues before customers were impacted, and I authored the SOPs, customer-facing docs, and troubleshooting guides the team still uses. Earlier, I handled Tier-2 Shopify Plus escalations over chat, email, and phone (including difficult conflicts around Liquid, metafields, checkout, and bulk-data) and mentored new hires—plus, at AscendFS, I triaged urgent SLAs, analyzed logs and system data, and deployed remote server and Android fleet upgrades.