Application Support | Shopify, SaaS & E-Commerce Platforms | U.S. Navy Veteran

Technical Support Engineer

I diagnose, troubleshoot, and resolve critical technical issues so customers and merchants stay unblocked and products keep running.

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Kevin Mosley, Technical Support Engineer and U.S. Navy veteran

About Me

I'm a Technical Support Engineer with 5+ years resolving critical technical issues across SaaS, e-commerce, and subscription platforms. I specialize in root-cause troubleshooting, ticket triage and escalation, and API/webhook debugging using tools like Zendesk, Intercom, Jira, HubSpot, and NetSuite to keep customers unblocked and products running smoothly.

I've supported high-traffic Shopify Plus stores (850+ products), resolved merchant-facing application issues at scale, and run live product demos and pre-sales technical consulting for enterprise and government clients. Whatever the platform, I'm the person who digs into the "why" behind an issue and doesn't stop until it's actually fixed, not just patched.

Before tech, I served 5 years in the U.S. Navy, which is where the discipline, composure under pressure, and attention to detail I bring to every ticket queue came from.

Outside of direct support work, I'm the founder of Military Then Code, where I mentor veterans and career changers transitioning into tech, and I speak internationally on discipline, purpose, and career transformation.

Tools & Platforms

The tools I use daily to diagnose issues, support customers, and keep systems running.

Support & Ticketing

Zendesk
Intercom
Jira
Asana
Monday.com
HubSpot
Zapier

Technical

HTML5
CSS3
JavaScript
TypeScript
React
Node.js
Shopify Liquid
NoSQL
PostgreSQL
MySQL
REST APIs
Webhooks
Chrome DevTools
Postman
Git/GitHub

Platforms

Shopify Plus
WordPress
NetSuite
Salesforce Commerce Cloud

Experience

Full-Stack Shopify Developer & Technical Support Consultant

Freelance / Self-Employed — Dec 2019 – Present

Serve as sole technical consultant and point of contact for freelance clients, gathering business requirements and translating them into implementation plans from onboarding through post-launch support.
Diagnose and resolve client-reported application issues across hosting, third-party integrations, and site functionality, maintaining high client retention through responsive, consultative communication.
Own the full implementation lifecycle independently — discovery, solution design, development, QA, deployment, and ongoing support — using Agile-style prioritization.

Shopify Application Support Engineer

Shogun — Sep 2024 – Sep 2025

Diagnosed and resolved critical application, theme, and integration issues for merchants via Intercom live chat and email, consulting directly with customers to implement solutions across a high-volume support queue.
Authored and maintained help center/support articles, reducing repeat ticket volume by giving merchants self-service implementation resources.
Escalated and tracked urgent, high-priority issues cross-functionally with product and engineering teams, acting as a liaison between customers and internal stakeholders to drive faster resolution.

Senior Full-Stack Shopify Developer

McGee & Co — Oct 2023 – Mar 2024

Mentored developers and led code reviews, establishing implementation standards that reduced recurring defects and improved handoff quality.
Diagnosed and resolved checkout and UI issues across Shopify Plus and WordPress sites, improving conversion rates by 12% through targeted solution design.
Used NetSuite to support order management and operational data tied to site functionality and customer issues.

Full-Stack Shopify Developer & Application Support

Grant Cardone Enterprises — Aug 2022 – Aug 2023

Provided application support across 3 high-traffic Shopify Plus stores (850+ products) in a sales-driven enterprise environment, managing and resolving customer/merchant tickets via Zendesk and HubSpot.
Designed and implemented integration solutions with Amazon, Walmart, and Etsy, and built Zapier automations that reduced manual troubleshooting workload for a seven-figure monthly operation.
Developed custom JS features to enhance cart, PDP, and checkout experiences, improving stability and reducing customer-reported issues.

Shopify/Frontend Web Developer

The Slide Factory — Aug 2021 – Apr 2022

Collaborated with project managers and designers in an agency environment, translating Figma mockups into custom Shopify themes and business websites.
Built responsive, cross-browser user interfaces using HTML, CSS, and JavaScript, aligned to each client's brand and organizational goals.

Software Engineer & Sales Advisor

Nucleos (Contract) — Mar 2021 – Nov 2021

Served as Software Engineer and Sales Advisor to state and county agencies, running live product demos and partnering with Pre-Sales teams to scope demo needs and translate agency requirements into product capabilities.
Built React front-end components rendering data from an Express/PostgreSQL backend to track incarcerated learners' course progress and generate automated reporting.
Secured a contract expanding platform access from 10 to 1,300 incarcerated learners within 6 months through needs-based technical consulting with agency stakeholders.

Projects & Ventures

Beyond client and employer work, I build and lead the following:

Shopify / E-Commerce Development

(MTC) Military Then Code Academy

A mentorship and training program helping veterans and career changers break into tech.

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HTML / CSS Landing Page Development

Castle Transit LLC

Custom landing page development for a logistics and transit business.

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HTML / CSS Landing Page Development

Kevin J Mosley — Int'l Motivational Speaker

Speaking site booking Kevin for talks on discipline, purpose, and career transformation.

View Site

Let's Connect

Open to Technical Support Engineer, Application Support, and Implementation Engineer roles; I'm also available for select freelance Shopify projects.

contact@kevinjmosley.com LinkedIn GitHub Download Résumé (PDF)