Technical Support Representative

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

📋 Description

• Deliver prompt and precise technical support to merchants through email, live chat, and phone during AEDT/AEST business hours, ensuring a planned overlap with our US team for smooth handoffs.

• Manage the support queue comprehensively during APAC hours — including triaging, troubleshooting, resolving issues, and conducting follow-ups.

• Diagnose app functionality, Shopify integrations (themes, scopes, checkout), and third-party integrations such as Klaviyo, Algolia, Yotpo, and Recharge.

• Explore issues throughout the Tapcart ecosystem — encompassing our React Native iOS/Android applications, Toolshed (our internal admin tool), and merchant builds in Bitrise.

• Replicate issues using device simulators, Charles/Proxyman, browser development tools, and log readers; document clear reproduction steps for swift action by engineering.

• Triage and escalate bugs with well-defined tickets in Asana when necessary.

• Proactively follow up on unresolved matters, communicate product updates that impact merchants, and highlight trends to Customer Success and Product teams.

• Contribute to our Intercom Help Center articles, internal Confluence runbooks, support macros, and Fin-powered AI workflows to enhance self-service capabilities.

• Serve as the merchant's advocate internally — share insights on patterns, friction points, and feature gaps with Product and Engineering teams, advocating for prioritization.

⛳️ Requirements

• 3–5 years of technical support experience, preferably within a SaaS or e-commerce setting, supporting mid-market or enterprise clients.

• Strong familiarity with Shopify (themes, admin, APIs) and the mobile application ecosystem (App Store + Google Play submissions, builds, releases).

• Comfort in triaging issues across both web and native mobile platforms, with hands-on troubleshooting experience using tools like Proxyman, Xcode/Android simulators, and browser development tools.

• Proficient with helpdesk platforms (Intercom, Zendesk, or Gorgias) and ticketing systems such as Asana or Jira.

• Exceptional written and verbal communication skills, capable of simplifying complex technical issues for non-technical merchants.

• Disciplined in maintaining ticket hygiene and effectively managing a queue with competing priorities in a fully remote, asynchronous environment.

• A propensity for documenting insights gained to benefit the team and our merchants.

🏝️ Benefits

• Competitive salary

• A$14K Bonus

• Home office stipend

• AU public holidays observed