Technical Support Analyst
Technical Support Analyst
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Job Alert
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USD 90000 - 100000
1 Vacancy
Job Description
Tapcart is the ultimate mobile commerce platform fueling the fastestgrowing brands. We power mobile apps for over 50 million consumers worldwide processing over $6 billion in mobile commerce revenue.
Almost all ecommerce traffic comes from a mobile device; we turn these users into high retention growth for some of the largest brands including Bis 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
Were looking for a Technical Support Analyst who thrives on solving complex problems and delivering exceptional customer experiences especially in the fastpaced world of mobile commerce. In this role youll support innovative mobile apps built for Shopify brands acting as the first line of defense for technical inquiries across email Intercom and Slack.
Youll 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 forwardthinking Shopify brands to deliver worldclass mobile experiences to their customers.
Youll also play a pivotal role in connecting the dots between our users and product teams. Whether its jumping on a call to collect deeper context validating bugs alongside our Customer Success team or documenting issues with clarity in tools like JIRA youll 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 youll 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 goto 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 highquality 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 highpriority 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 TapAIs knowledge base enabling it to handle common issues autonomously and effectively.
Collaborate crossfunctionally with Customer Success and R&D to prioritize bugs and contribute to roadmap planning by presenting findings and resolution strategies.
WHAT SKILLS YOULL NEED
3 years of experience in Customer Success Account Management or Ecommerce Consulting ideally within a SaaS or mobile commerce company.
Experience working with Shopify merchants ecommerce brands or directtoconsumer 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 Tapcarts 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 ecommerce solutions in a SaaS environment.
Experience in understanding or writing React JS React Native HTML and CSS.
Experience with software testing frameworks.
SALARY RANGE: $90000$100000 bonus
This position is not eligible for visa transfer or sponsorship.
This position is remote eligible in the following states: AL AZ CA CO FL GA IL MA ME MI NV NJ NY NC OH OR TN TX UT VA WA
TAPCART PERKS AND BENEFITS:
401K and stock options for all fulltime employees
Affordable highquality medical dental and vision insurance coverage
Flexible PTO and 11 paid company holidays
Onetime stipend for outfitting your home office plus a recurring merchant shopping stipend
WHY JOIN TAPCART
We are a growing startup based in Santa Monica CA . Our team and culture are very important to us we aim to make coming to work fun challenging and rewarding. We know that doing impactful work means showing up with creative solutions for our merchants and our business. We strive to make Tapcart a place where passionate talented people can grow their skills and careers.
Read about our Series B fundraise for $50M in June 2021.
We raised our Series A for $10M in May 2020.
Check out what our customers are saying.
Learn more about who we are and what we offer on our Careers page.
Recruitment Disclaimer:
Please be aware that Tapcart Inc. (Tapcart) and our official professional recruiting agencies and platforms do not:
Send job offers from free services like Gmail Yahoo Hotmail Whatsapp etc.
Request money fees or payment of any kind from prospective candidates to apply to Tapcart for employment or for the recruitment process (e.g. for home office supplies or training etc.).
Request or require personal documents like bank account details tax forms or credit card information as part of the recruitment process prior to the candidate signing an engagement letter or an employment contract with Tapcart.
You may see all job vacancies on our official Tapcart channels:
Official Tapcart website Careers page: LinkedIn Jobs page: Experience:
IC
Employment Type
Full-Time
