Technical Support Agent - UK

COVERAGE & SCHEDULE

This role is built for European coverage. You'll work standard UK business hours with a daily two to three hour overlap with our US Support team in your late afternoon. That window is for warm handoffs of in flight tickets, weekly team syncs, and live coaching.

QUALIFICATIONS

• —3 to 5 years of technical support experience, ideally in a SaaS or ecommerce environment supporting mid-market or enterprise customers.
• —Strong working knowledge of Shopify (themes, admin, APIs) and the mobile app ecosystem (App Store and Google Play submissions, builds, releases).
• —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.
• —Excellent written and verbal communication, with the ability to make complex technical issues feel simple to a non-technical merchant.
• —Disciplined ticket hygiene and the ability to manage a queue with competing priorities in a fully remote, async first environment.
• —A bias toward documenting what you learn so the rest of the team and our merchants benefit.
• —Right to work in the UK.