Technical Support Analyst

Tapcart is the ultimate mobile commerce platform fueling the fastest-growing brands. We power mobile apps for over 50 million consumers worldwide, processing over $6 billion in mobile commerce revenue.

Almost all e-commerce traffic comes from a mobile device; we turn these users into high retention growth for some of the largest brands, including Béis, Princess Polly, Ruggable, and many more. Tapcart is trusted by thousands of brands to power their mobile experience by building mobile apps in hours (not months).

THE ROLE  

We’re looking for a Technical Support Analyst who thrives on solving complex problems and delivering exceptional customer experiences, especially in the fast-paced world of mobile commerce. In this role, you’ll support innovative mobile apps built for Shopify brands, acting as the first line of defense for technical inquiries across email, Intercom, and Slack.

You’ll work directly with merchants and partners to gather detailed technical information, reproduce issues, and guide them toward resolution. Your work will empower some of the most forward-thinking Shopify brands to deliver world-class mobile experiences to their customers.

You’ll also play a pivotal role in connecting the dots between our users and product teams. Whether it’s jumping on a call to collect deeper context, validating bugs alongside our Customer Success team, or documenting issues with clarity in tools like JIRA, you’ll ensure nothing gets lost in translation.

Your insights will directly influence how our engineering and product teams prioritize fixes and feature improvements. By joining our team, you’ll help shape the support experience for a growing portfolio of Shopify mobile apps and contribute meaningfully to the reliability, performance, and evolution of our platform.

HOW YOU WILL MAKE AN IMPACT 

• Serve as the go-to technical expert for our customers by providing clear, insightful guidance and solutions that help them navigate challenges and get the most out of the Tapcart platform.

• Understand our customers’ goals and workflows to deliver clear, actionable instructions that align with their business objectives and drive value.

• Build and maintain deep expertise in Tapcart, Shopify, and key ecosystem technologies to effectively support a wide range of technical scenarios.

• Lead with responsiveness by ensuring fast, high-quality support across our technical channels, including email and Intercom.

• Partner with Customer Success to investigate, troubleshoot, and resolve technical issues reported by users, helping to ensure a seamless customer experience.

• Own the validation and documentation of bugs by replicating issues, logging defects in JIRA, and clearly communicating technical findings to internal teams. 

• Escalate high-priority issues to the right stakeholders and advocate for urgent fixes that minimize customer impact and maximize platform reliability.

• Support AI training initiatives by contributing to TapAI’s knowledge base, enabling it to handle common issues autonomously and effectively.

• Collaborate cross-functionally with Customer Success and R&D to prioritize bugs and contribute to roadmap planning by presenting findings and resolution strategies.

WHAT SKILLS YOU’LL NEED

• 3+ years of experience in Customer Success, Account Management, or E-commerce Consulting, ideally within a SaaS or mobile commerce company.

• Experience working with Shopify merchants, e-commerce brands, or direct-to-consumer businesses to drive growth and retention.

• Strong knowledge of the defect resolution process and where it fits into standard SDLC frameworks. 

• Ability to quickly learn and adapt to Tapcart’s evolving platform to confidently walk customers through demos, educate them on upcoming features, troubleshoot issues, and collaborate with Support to resolve technical challenges.

• Comfortable engaging with customers across multiple channels, including email, Intercom, Slack, and live video calls. 

• Experience using CRM platforms like Salesforce, Gainsight, or Planhat, along with proficiency in tracking key customer success metrics.

• Experience using JIRA, Intercom, and Slack. 

BONUS IF YOU HAVE:

• Experience working at a Shopify technology partner company.

• Experience selling, managing, or troubleshooting e-commerce solutions in a SaaS environment.

• Experience in understanding or writing React JS, React Native, HTML, and CSS.  

• Experience with software testing frameworks. 

SALARY RANGE: $90,000-$100,000 + bonus