Technical Analyst/ 1st Line Support Analyst - Remote

About Tapcart At Tapcart, we believe every brand needs a direct relationship with their customers, one they actually own. We are the mobile commerce engine that powers shopping for Shopify’s fastest-growing brands. 200M+ shoppers worldwide. Brands like Oh Polly, Bo+Tee, Princess Polly, B is, and Forever 21 rely on us to power a large portion of their revenue. We’re a lean team with minimal management and big autonomy. We use our own platform, we talk to merchants daily, and we ship constantly. You want to build the playbook for a new region, not inherit someone else’s rota. Debug across Shopify themes and APIs, our React Native apps, checkout, and integrations like Klaviyo, Algolia, Yotpo, and Recharge. Use AI daily as part of how you work. Train Fin and build out the Help Center so the same question stops reaching a human twice. That window is for warm handoffs of in flight tickets, weekly team syncs, and live coaching. 3 to 5 years of technical support experience, ideally in a

SaaS or ecommerce environment supporting mid-market or enterprise customers. Comfort triaging issues across web and native mobile, with hands-on troubleshooting using tools like Proxyman, Xcode and Android simulators, and browser dev tools. Proficiency with helpdesk platforms (Intercom, Zendesk, or Gorgias) and ticketing tools like Asana or Jira. Disciplined ticket hygiene and the ability to manage a queue with competing priorities in a fully remote, async first environment. Competitive salary. Employer-contributed private medical through our UK EOR. Workplace pension. Flexible time off plus UK bank holidays. Remote-friendly. Home office stipend.