Technical Support Agent

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Take full ownership of the support queue during European working hours: manage triage, reproduction, resolution, and follow-up.

• Diagnose issues related to Shopify themes and APIs, React Native applications, checkout processes, and integrations such as Klaviyo, Algolia, Yotpo, and Recharge.

• Reproduce problems using device simulators, Proxyman or Charles, browser developer tools, and log readers.

• Document clear reproduction steps and create well-defined Asana tickets for the engineering team.

• Leverage AI agents for research and debugging, and identify tasks for automation.

• Train Fin and enhance the Help Center.

• Relay recurring merchant issues to the Product team and advocate for necessary fixes.

• Work standard UK business hours, ensuring a daily two- to three-hour overlap with the US Support team for handovers, team syncs, and coaching.

⛳️ Requirements

• 3 to 5 years of experience in technical support, preferably within a SaaS or ecommerce setting catering to mid-market or enterprise clients.

• Solid understanding of Shopify, including themes, admin, and APIs.

• Familiarity with the mobile app ecosystem, encompassing App Store and Google Play submissions, builds, and releases.

• Ability to triage issues across both web and native mobile platforms.

• Practical troubleshooting skills using tools like Proxyman, Xcode, Android simulators, and browser developer tools.

• Expertise in helpdesk platforms such as Intercom, Zendesk, or Gorgias.

• Proficient with ticketing systems like Asana or Jira.

• Exceptional written and verbal communication skills.

• Capability to articulate complex technical issues in a straightforward manner for non-technical merchants.

• Strong ticket management discipline and ability to prioritize competing tasks in a fully remote, asynchronous environment.

• Commitment to documenting acquired knowledge.

• Eligibility to work in the UK.

🏝️ Benefits

• Employer-sponsored private medical insurance through our UK EOR.

• Company pension plan.

• Flexible time off in addition to UK bank holidays.

• Supportive of remote work.

• Home office stipend.

• Quarterly merchant stipend.

• Abundant swag drops.