About this role
Salary: £87,000 - 87,000 per year
Requirements: 3 to 5 years of technical support experience, ideally in a SaaS or ecommerce environment supporting mid-market or enterprise customers.Strong working knowledge of Shopify themes, admin, and APIs, as well as the mobile app ecosystem, including App Store and Google Play submissions, builds, and releases.Experience triaging issues across web and native mobile, with hands-on troubleshooting using tools such as Proxyman, Xcode, Android simulators, and browser developer tools.Proficiency with helpdesk platforms such as Intercom, Zendesk, or Gorgias, and ticketing tools such as Asana or Jira.Excellent written and verbal communication skills, with the ability to explain complex technical issues clearly to non-technical merchants.Disciplined ticket management and the ability to prioritize a queue in a fully remote, asynchronous environment.A habit of documenting learnings so the team and merchants can benefit.Right to work in the UK. Responsibilities: Own the support queue end to end during European hours, including triaging, reproducing, resolving, and following up on issues.Debug issues across Shopify themes and APIs, our React Native apps, checkout, and integrations such as Klaviyo, Algolia, Yotpo, and Recharge.Reproduce issues using device simulators, Proxyman or Charles, browser developer tools, and log readers; document clear reproduction steps and create well-scoped Asana tickets for engineering.Use AI tools daily for research and debugging, and apply judgment to identify what to automate next.Train Fin and develop our Help Center to reduce repeat questions reaching human support.Share recurring merchant issues with Product and advocate for fixes. Technologies: AIAndroidSupportJIRAMobileReactReact NativeShopifyWebXcodeZendeskREST More:
We are Tapcart, a mobile commerce engine powering shopping for Shopifys fastest-growing brands. Our platform has processed more than $15 billion in revenue and serves over 200 million shoppers worldwide. We are a lean, profitable, growing team with minimal management and substantial autonomy; we stay close to the product, use our own platform, speak with merchants daily, and ship continuously. We are backed by Shopify, Silver Lake, and other leading venture capital firms. This is our first support hire in the UK, giving us European coverage and the opportunity to shape how we build support for the region. We value people who solve problems directly and build a playbook rather than simply route work. The role follows standard UK business hours, with a daily two-to-three-hour late-afternoon overlap with our US Support team for ticket handoffs, team syncs, and coaching. The OTE salary range is £75,000 to £85,000, depending on experience. Benefits include a competitive salary, employer-contributed private medical coverage through our UK EOR, workplace pension, flexible time off plus UK bank holidays, remote-friendly working, a home office stipend, a quarterly merchant stipend, and company swag.
last updated 40 week of 2026