Technical Support Agent
New
T
TapcartEcommerce SaaS
Location: London, UK, UK business hours with daily 2-3 hour overlap with US Support teamFull-TimeMiddle
SalaryOTE £75,000 to £85,000
Apply NowOpens the employer's application page
Job Details
- Experience
- 3 to 5 years
- Required Skills
- React NativeShopifySaaSAsanaZendesk
Requirements
- 3 to 5 years of technical support experience, ideally in SaaS or ecommerce.
- Strong working knowledge of Shopify (themes, admin, APIs).
- Familiarity with the mobile app ecosystem (App Store and Google Play submissions, builds, releases).
- Hands-on troubleshooting experience with Proxyman, Xcode, Android simulators, and browser dev tools.
- Proficiency with helpdesk platforms (e.g., Intercom, Zendesk, or Gorgias).
- Experience with ticketing tools like Asana or Jira.
- Excellent written and verbal communication skills.
- Ability to work effectively in a fully remote, async-first environment.
Responsibilities
- Own the support queue end to end during European hours including triage, reproduction, resolution, and follow-up.
- Debug across Shopify themes and APIs, React Native apps, checkout, and third-party integrations.
- Reproduce issues using device simulators, network proxies, browser dev tools, and log readers.
- Create clean reproduction steps and scoped Asana tickets for engineering.
- Use AI to research and debug issues, and automate support workflows.
- Train Fin and develop the Help Center documentation.
- Advise the product team on recurring merchant issues to drive platform improvements.
View Full Description & ApplyYou'll be redirected to the employer's site
