EU Technical Support Engineer – Shopify & Apps

Tapcart; Greater London; Hybrid; GBP 75,000 - 85,000; Full time

Benefits offered by this job

Private medical (UK EOR)

Workplace pension

Remote-friendly

Home office stipend

Merchant stipend

Swag drops

Job summary

Tapcart is hiring a UK-based support specialist to own the European queue, triage and resolve issues across Shopify and mobile apps. You will work with teams across debugging tools and integrations, and help build a scalable support playbook for a growing region.

You will collaborate with Product and Fin teams, document learnings, and contribute to a robust Help Center while maintaining strong communication with merchants and cross-functional teams.

Qualifications

• 3 to 5 years of technical support experience in SaaS/ecommerce environments.
• Strong working knowledge of Shopify themes, admin APIs, and mobile app ecosystem.
• Comfort triaging issues across web and native mobile with hands-on troubleshooting.
• Proficiency with helpdesk platforms (Intercom, Zendesk, or Gorgias) and tickets tools like Asana or Jira.
• Excellent written and verbal communication; explain complex tech clearly.
• Disciplined ticket hygiene and queue management in a fully remote, async environment.
• Commitment to documenting learnings to benefit the team and merchants.

Responsibilities

• Own the support queue end to end during European hours, triage, reproduce, resolve, and follow up.
• Debug across Shopify themes, APIs, React Native apps, checkout, and integrations (Klaviyo, Algolia, Yotpo, Recharge).
• Reproduce issues using device simulators, Proxyman/Charles, browser dev tools; capture clear repro steps for engineers.
• Use AI daily to assist research, debugging, and automate repetitive tasks.
• Train Fin and build the Help Center to reduce repeat questions to humans.
• Provide product feedback by reporting common merchant issues to drive fixes.

Skills

SaaS support

Shopify knowledge

Issue triage

Helpdesk tools

Communication

Documentation

Remote work discipline

Tools

Proxyman

Xcode

Android emulators

Browser dev tools

Job description

Tapcart is hiring a UK-based support specialist to own the European queue, triage and resolve issues across Shopify and mobile apps. You will work with teams across debugging tools and integrations, and help build a scalable support playbook for a growing region.

You will collaborate with Product and Fin teams, document learnings, and contribute to a robust Help Center while maintaining strong communication with merchants and cross-functional teams.