Technical Support Representative — APAC

ABOUT TAPCART

Tapcart is the leading mobile commerce platform for Shopify brands. We power native iOS and Android apps for thousands of merchants from emerging DTC labels to global household names and help them turn their best customers into repeat shoppers. Our team is fully remote across the US and beyond and were growing our support footprint to provide true follow-the-sun coverage for our customers.

POSITION SUMMARY

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

Youll close the coverage gap during the US teams 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 YOULL 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 merchants 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. Youll work standard AEDT/AEST business hours from Australia with a daily 23 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 130 Learn the stack

Complete onboarding on Tapcarts 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 3160 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.

WHAT YOU BRING

35 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.

WHY JOIN US

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 youre 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.

Required Experience:

Unclear Seniority