Technical Support Representative

Role &

• Own the APAC support queue end-to-end: triage, troubleshoot, resolve, and follow up on issues during AEDT/AEST business hours.
• Collaborate with US-based support team via daily 2-3 hour overlap for warm handoffs, weekly syncs, and live coaching.
• Be the merchant's voice internally: share patterns, friction, and feature gaps with Product and Engineering to drive improvements.

First 60 Days:

• Days 1-30: Complete onboarding on Tapcart's product, Toolshed, and support stack (Intercom + Fin, Asana, Confluence, Slack); shadow US teammates and begin owning Tier 1 tickets.
• Days 31-60: Run the APAC queue independently, develop fluency in integration ecosystem, and start contributing to Help Center articles and Fin training data.

Qualifications:

• 3-5 years of technical support experience in SaaS or e-commerce, with strong knowledge of Shopify and mobile app ecosystem.
• Proficiency in helpdesk platforms (Intercom, Zendesk, or Gorgias) and ticketing tools like Asana or Jira.
• Excellent communication skills and disciplined ticket hygiene in a remote, async-first environment.

Why Join:

• Shape the global coverage model and directly impact how Tapcart serves merchants outside US hours.
• Work with a modern stack (React Native, Shopify, Klaviyo, Intercom + Fin) and a fast-shipping engineering org.
• Competitive package including salary, equity, home office stipend, and AU public holidays observed.