Pros
The internal staff that Shopify hires are largely top-notch folks. Peers are awesome and most of the team leads know what they're doing. The work is pretty straightforward but can get draining if you don't find your own balance. Benefits are pretty solid though. I'd think that beyond the Support role you'd be able to find a deeper sense of purpose in your work.
Kontras
Massive layoffs can happen any time, and work gets challenging when working with contract staff who don't provide high quality work for the merchants. It's also hard to develop a routine in Support as you're put into shift work so you end up starting/ending at different times throughout the week. Within the day there is also no fixed structure so it's hard to accomplish deep work. The company structure also feels messy when providing feedback up to Senior management - most of the time the feedback gets brushed aside and we're not given insight into why change cannot be implemented even when it seems to help the company. Opportunity for progression is hard to come by, and I've seen so many peers who are great at their jobs leave the company because they feel stuck in the same role even after many years of being high performers.