[Hiring] Technical Support Representative @Tapcart Inc.

Role Description

We're hiring our first AU-based Technical Support Representative to be the frontline expert for our merchants during APAC hours. You'll be the first point of contact for inbound and outbound support across email, live chat, and phone, owning issues from triage through resolution.

You'll close the coverage gap during the US team's overnight, hand off cleanly when the US team comes online, and partner closely with Product, Engineering, and Customer Success to advocate for merchants and continuously improve the support experience.

What You'll Do

• Provide responsive, accurate technical support to merchants via email, live chat, and phone during AEDT/AEST business hours, with a planned overlap window with our US team for handoffs.
• Own the support queue end-to-end during APAC hours — triage, troubleshoot, resolve, and follow up.
• Troubleshoot app behavior, Shopify integrations (themes, scopes, checkout), and third-party integrations like Klaviyo, Algolia, Yotpo, and Recharge.
• Investigate issues across the Tapcart stack — including our React Native iOS/Android apps, Toolshed (our internal admin tool), and merchant builds in Bitrise.
• Reproduce issues using device simulators, Charles/Proxyman, browser dev tools, and log readers; capture clean repro steps so engineering can act fast.
• Triage and escalate bugs with well-scoped tickets in Asana as needed.
• Proactively follow up on unresolved issues, communicate product changes that affect merchants, and surface trends to Customer Success and Product.
• Contribute to our Intercom Help Center articles, internal Confluence runbooks, support macros, and Fin-powered AI workflows so we keep raising the floor on self-service.
• Be the merchant's voice internally — share patterns, friction, and feature gaps with Product and Engineering and advocate for prioritization.

Coverage & Schedule

This role is built for APAC coverage. You'll work standard AEDT/AEST business hours from Australia with a daily 2–3 hour overlap with our US-based Support team (typically early-morning AU / late-afternoon US) for warm handoffs of in-flight tickets, weekly team syncs, and live coaching.

What Your First 60 Days Look Like

• Days 1–30 — Learn the stack
  • Complete onboarding on Tapcart's product, Toolshed, and our support stack (Intercom + Fin, Asana, Confluence, Slack).
  • Shadow US Support and Solutions teammates, ride along on live tickets, and build a mental model of our most common issues.
  • Begin owning Tier 1 tickets end-to-end during AEDT business hours.
• Days 31–60 — Own the queue
  • Run the APAC queue with backup from US Support for complex issues.
  • Develop fluency in our integration ecosystem — Shopify, Klaviyo, Algolia, Yotpo, Recharge — and the most common merchant flows.
  • Begin contributing to Help Center articles and Fin training data based on the patterns you see.

Qualifications

• 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, with hands-on troubleshooting 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, 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.

Nice-to-Haves

• Intercom and Fin admin experience (building macros, articles, AI workflows).
• Hands-on familiarity with Shopify APIs and storefront customization.
• Exposure to React Native app workflows or mobile build systems (Bitrise, Fastlane).
• Experience supporting Klaviyo, Algolia, Yotpo, Recharge, or similar e-commerce integrations.
• Background in mobile commerce or consumer-facing mobile apps.
• Comfort working with mobile performance metrics and app analytics tools.

Benefits

• Shape our coverage model — your work directly shapes how Tapcart shows up for merchants outside US hours.
• Real overlap, no isolation — fully remote and async-first, but with intentional daily overlap with the US team so you're never working alone.
• Modern stack, fast team — React Native, Shopify, Klaviyo, Intercom + Fin, and an engineering org that ships fast.
• Direct line to Product & Engineering — your merchant insights influence what we build next.
• Competitive package — competitive salary, equity, home office stipend, and AU public holidays observed.

Recruitment Disclaimer

Please be aware that Tapcart, Inc. (“Tapcart”) and our official professional recruiting agencies and platforms do not:

• Send job offers from free services like Gmail, Yahoo, Hotmail, Whatsapp, etc.
• Request money, fees, or payment of any kind from prospective candidates to apply to Tapcart, for employment, or for the recruitment process (e.g. for home office supplies, or training, etc.).
• Request or require personal documents like bank account details, tax forms, or credit card information as part of the recruitment process prior to the candidate signing an engagement letter or an employment contract with Tapcart.

You may see all job vacancies on our official Tapcart channels:

• Official Tapcart website, Careers page: https://www.tapcart.com/careers
• Official LinkedIn Jobs page: https://www.linkedin.com/company/tapcart/jobs/