Technical Support Representative — APAC

Tapcart Inc.

Job Overview

Location

Sydney, Australia

Job Type

Full-time

Full Job Description

📋 Description

• Provide responsive, accurate technical support to Shopify merchants via email, live chat, and phone during AEDT/AEST business hours with a daily 2–3 hour overlap with the US support team for handoffs.
• Own the APAC support queue end-to-end during business hours, including triage, troubleshooting, resolution, and follow-up of all inbound and outbound tickets.
• Troubleshoot issues related to Tapcart’s React Native iOS and Android apps, Shopify integrations (themes, scopes, checkout), and third-party apps including Klaviyo, Algolia, Yotpo, and Recharge.
• Investigate technical problems using device simulators, Charles/Proxyman, browser developer tools, and log readers to capture clear, reproducible steps for engineering teams.
• Create and manage well-scoped bug tickets in Asana, escalating issues with detailed context to ensure rapid resolution by Product and Engineering.
• Proactively follow up on unresolved cases, communicate product updates affecting merchants, and surface recurring trends to Customer Success and Product teams.
• Contribute to the Intercom Help Center, internal Confluence runbooks, support macros, and Fin-powered AI workflows to improve self-service and reduce ticket volume.
• Act as the merchant’s voice internally by sharing patterns of friction, feature gaps, and customer feedback to influence product prioritization and engineering roadmaps.
• Maintain disciplined ticket hygiene and manage a high-volume queue in a fully remote, async-first environment with competing priorities.
• Complete onboarding on Tapcart’s product stack, Toolshed (internal admin tool), Intercom + Fin, Asana, Confluence, and Slack within the first 30 days.
• Shadow US Support and Solutions teammates to learn common issues and build a mental model of the support workflow.
• Begin owning Tier 1 tickets independently during AEDT business hours by day 30.
• Develop fluency in Shopify’s ecosystem and the most common merchant workflows involving mobile app builds, App Store and Google Play submissions, and integration configurations.
• Contribute to Help Center articles and Fin training data based on observed support patterns within the first 60 days.
• Work standard AEDT/AEST business hours with intentional daily overlap to ensure seamless handoffs and participation in weekly team syncs and live coaching sessions.
• Operate in a fully remote, async-first environment while maintaining close collaboration with US-based teams through scheduled overlap and documentation.

🎯 Requirements

• 3–5 years of technical support experience, ideally in a SaaS or e-commerce environment supporting mid-market or enterprise customers.
• Strong working knowledge of Shopify (themes, admin, APIs) and the mobile app ecosystem (App Store + Google Play submissions, builds, releases).
• Comfort triaging issues across web and native mobile platforms using tools like Proxyman, Xcode/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 skills with the ability to simplify complex technical issues for non-technical merchants.
• Disciplined ticket hygiene and ability to manage a high-volume queue in a fully remote, async-first environment.

🏖️ Benefits

• Shape our coverage model — your work directly shapes how Tapcart supports merchants outside US hours.
• Real overlap, no isolation — fully remote and async-first, with intentional daily overlap with the US team to avoid isolation.
• Modern stack, fast team — work with React Native, Shopify, Klaviyo, Intercom + Fin, and an engineering org that ships quickly.
• Direct line to Product & Engineering — your merchant insights directly influence product prioritization and engineering decisions.
• Competitive package — includes competitive salary, equity, home office stipend, and observance of Australian public holidays.

Skills & Technologies

React

REST

React Native

iOS

Android

Remote

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Tapcart Inc.

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About Tapcart Inc.

Tapcart Inc. provides a no-code mobile commerce platform that converts Shopify storefronts into native iOS and Android applications. The SaaS solution offers drag-and-drop design tools, push-notification marketing, real-time inventory sync, and analytics dashboards for consumer brands seeking to increase mobile revenue without custom development. Founded in 2017, the company serves thousands of merchants globally from its Santa Monica headquarters.

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