Technical Support Agent - UK

Job description

## About Tapcart At Tapcart, we believe every brand needs a direct relationship with their customers, one they actually own. We are the mobile commerce engine that powers shopping for Shopify's fastest-growing brands. $15B+ in revenue processed. 200M+ shoppers worldwide. Brands like Oh Polly, Bo+Tee, Princess Polly, Béis, and Forever 21 rely on us to power a large portion of their revenue. We're a lean team with minimal management and big autonomy. Everyone here solves problems end to end and stays close to the product. We use our own platform, we talk to merchants daily, and we ship constantly. Backed by Shopify, Silver Lake, and other top VCs. Profitable and growing. This is our first support hire in the UK. Today our European merchants wait until California wakes up. You're the fix for that, and you'll shape how we build support around you. If you want a place where you own real outcomes, not just a queue, you'll fit in. ## Why join Tapcart when you have a sea of other options? - You'd rather be the person who solves it than the person who routes it. - You want to build the playbook for a new region, not inherit someone else's rota. ## What you'll be working on at Tapcart - Own the support queue end to end during European hours. Triage, reproduce, resolve, follow up. - Debug across Shopify themes and APIs, our React Native apps, checkout, and integrations like Klaviyo, Algolia, Yotpo, and Recharge. - Reproduce issues using device simulators, Proxyman or Charles, browser dev tools, and log readers. Capture clean repro steps and well scoped Asana tickets so engineering can act fast. - Use AI daily as part of how you work. Agents for research and debugging, and your judgment on what gets automated next. - Train Fin and build out the Help Center so the same question stops reaching a human twice. - Tell Product what merchants keep hitting, and push for it to get fixed. ## Coverage & Schedule This role is built for European coverage. You'll work standard UK business hours with a daily two to three hour overlap with our US Support team in your late afternoon. That window is for warm handoffs of in flight tickets, weekly team syncs, and live coaching. ## Qualifications - 3 to 5 years of technical support experience, ideally in a SaaS or ecommerce environment supporting mid-market or enterprise customers. - Strong working knowledge of Shopify (themes, admin, APIs) and the mobile app ecosystem (App Store and Google Play submissions, builds, releases). - Comfort triaging issues across web and native mobile, with hands-on troubleshooting using tools like Proxyman, Xcode and Android simulators, and browser dev tools. - Proficiency with helpdesk platforms (Intercom, Zendesk, or Gorgias) and ticketing tools like Asana or Jira. - Excellent written and verbal communication, with the ability to make complex technical issues feel simple to a non-technical merchant. - Disciplined ticket hygiene and the ability to manage a queue with competing priorities in a fully remote, async first environment. - A bias toward documenting what you learn so the rest of the team and our merchants benefit. - Right to work in the UK. ## ## Salary Range OTE £75,000 to £85,000, commensurate with experience. ## Benefits Competitive salary. Employer-contributed private medical through our UK EOR. Workplace pension. Flexible time off plus UK bank holidays. Remote-friendly. Home office stipend. Quarterly merchant stipend. Lots of swag drops.