Technical Support Agent - UK

📋 Description

• Own the support queue end to end during European hours. Triage, reproduce, resolve, follow up.
• Debug across Shopify themes and APIs, our React Native apps, checkout, and integrations like
• Reproduce issues using device simulators, Proxyman or Charles, browser dev tools, and log readers.
• Use AI daily as part of how you work. Agents for research and debugging, and your judgment on what
• Train Fin and build out the Help Center so the same question stops reaching a human twice.
• Tell Product what merchants keep hitting, and push for it to get fixed.

🎯 Requirements

• 3 to 5 years of technical support experience, ideally in a SaaS or ecommerce environment supporting
• Strong working knowledge of Shopify (themes, admin, APIs) and the mobile app ecosystem (App Store
• Comfort triaging issues across web and native mobile, with hands-on troubleshooting using tools
• Proficiency with helpdesk platforms (Intercom, Zendesk, or Gorgias) and ticketing tools like Asana
• Excellent written and verbal communication, with the ability to make complex technical issues feel
• Disciplined ticket hygiene and the ability to manage a queue with competing priorities in a fully

🎁 Benefits

• Competitive salary
• Employer-contributed private medical through our UK EOR
• Workplace pension
• Flexible time off plus UK bank holidays
• Remote-friendly
• Home office stipend