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 artic