Technical Support Agent

🔥 16 hours ago

🇬🇧 United Kingdom – Remote

💵 £75k - £85k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Tapcart

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2017

🛍️ eCommerce

☁️ SaaS

🛒 Retail

💰 $50M Series B on 2021-06

eCommerce • SaaS • Retail

Tapcart is a powerful platform that enables ecommerce brands, particularly those running on Shopify, to create, manage, and optimize mobile shopping apps. With a focus on delivering personalized and exclusive app experiences, Tapcart allows brands to build apps that enhance customer engagement and drive revenue. Its features include push notifications, native analytics, and developer tools for custom integrations, making it an attractive solution for direct-to-consumer brands seeking a seamless mobile commerce experience.

📋 Description

• Own the support queue end to end during European hours: triage, reproduce, resolve, and follow up • Debug Shopify themes and APIs, React Native apps, checkout, and integrations including Klaviyo, Algolia, Yotpo, and Recharge • Reproduce issues using device simulators, Proxyman or Charles, browser developer tools, and log readers • Capture clean reproduction steps and well-scoped Asana tickets for engineering • Use AI agents for research and debugging, and determine what to automate next • Train Fin and build out the Help Center • Communicate recurring merchant issues to Product and advocate for fixes • Work standard UK business hours with a daily two- to three-hour overlap with the US Support team for handoffs, team syncs, and coaching

🎯 Requirements

• 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) • Knowledge of the mobile app ecosystem, including App Store and Google Play submissions, builds, and releases • Comfort triaging issues across web and native mobile • Hands-on troubleshooting using tools like Proxyman, Xcode, Android simulators, and browser dev tools • Proficiency with helpdesk platforms such as Intercom, Zendesk, or Gorgias • Proficiency with ticketing tools such as Asana or Jira • Excellent written and verbal communication • Ability to explain complex technical issues simply to non-technical merchants • Disciplined ticket hygiene and ability to manage competing queue priorities in a fully remote, async-first environment • Bias toward documenting learned information • Right to work in the UK

🏖️ Benefits

• 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