Technical Support Agent - UK

Remote Worker LTD.; United States; Remote; USD 99,000 - 113,000; Full time

Benefits offered by this job

Private medical via UK EOR

Pension

Flexible time off

Remote-friendly

Home office stipend

Quarterly merchant stipend

Swag drops

Job summary

Tapcart is seeking its first dedicated UK-based support hire to serve European merchants during UK business hours, with overlap for the US team. You will triage, reproduce, and resolve issues across Shopify themes and our mobile stack, and help build a scalable Help Center.

This is a remote role with UK work eligibility and strong autonomy. You will collaborate with product and engineering to reduce friction, document learnings, and push for process improvements in a fast-growing, profitable

Qualifications

• 3 to 5 years of technical support in SaaS and ecommerce environments.
• Strong knowledge of Shopify themes, admin, APIs and mobile app ecosystem.
• Hands-on triaging across web and native mobile with debugging tools (Proxyman, Xcode, Android simulators).
• Proficiency with helpdesk platforms (Intercom, Zendesk, Gorgias) and ticketing tools (Asana, Jira).
• Excellent written and verbal communication; ability to simplify complex technical issues.
• Disciplined ticket hygiene and remote async work with prioritization.
• Right to work in the UK.

Responsibilities

• Own the support queue end to end during European hours.
• Debug across Shopify themes, APIs, React Native apps, and integrations like Klaviyo, Algolia, Yotpo, Recharge.
• Reproduce issues using device simulators and log readers; craft clear repro steps for engineering.
• Use AI daily to assist research and debugging.
• Train the Help Center to reduce escalations and repetitive questions.
• Provide product feedback on merchant-reported issues to improve the roadmap.

Skills

Shopify knowledge

Mobile app ecosystem

Troubleshooting

Remote work discipline

Documentation

Tools

Proxyman

Xcode

Android simulators

Intercom

Zendesk

Gorgias

Asana

Jira

Browser dev tools

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.