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 we're growing our support footprint to provide true follow-the-sun coverage for our customers. POSITION SUMMARY 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. WHAT YOU BRING • 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 tic