Technical Support Representative (Shopify)

TL;DR

Technical Support Representative (Shopify/Mobile Commerce): Providing technical support for merchants on native iOS and Android apps with an accent on troubleshooting app behavior and third-party integrations. Focus on resolving complex technical issues across the React Native stack, improving self-service documentation, and coordinating handoffs with US-based teams.

Location: Must be based in Australia to cover AEDT/AEST business hours

Salary: A$135K – A$150K + A$14K Bonus

Company

hirify.global is the leading mobile commerce platform for Shopify brands, powering native iOS and Android apps for thousands of merchants.

What you will do

• Provide technical support via email, live chat, and phone during APAC business hours.
• Troubleshoot app behavior and Shopify integrations including themes, scopes, and checkout.
• Investigate issues across React Native apps, internal admin tools, and Bitrise builds.
• Reproduce bugs using Proxyman, Xcode/Android simulators, and browser dev tools.
• Triage and escalate bugs with well-scoped tickets in Asana.
• Contribute to Help Center articles and Fin-powered AI workflows to enhance self-service.

Requirements

• 3–5 years of technical support experience in SaaS or e-commerce environments.
• Must be based in Australia to maintain AEDT/AEST coverage.
• Strong knowledge of Shopify (themes, admin, APIs) and the mobile app ecosystem.
• Experience with troubleshooting tools like Proxyman, Xcode/Android simulators, and browser dev tools.
• Proficiency with helpdesk platforms such as Intercom, Zendesk, or Gorgias.
• Excellent written and verbal communication skills.

Nice to have

• Intercom and Fin admin experience (macros, articles, AI workflows).
• Hands-on familiarity with Shopify APIs and storefront customization.
• Exposure to React Native app workflows or mobile build systems (Bitrise, Fastlane).
• Experience supporting integrations like Klaviyo, Algolia, Yotpo, or Recharge.

Culture & Benefits

• Fully remote, async-first work environment with intentional daily overlap with the US team.
• Competitive salary, equity, and a home office stipend.
• Observation of AU public holidays.
• Direct line to Product and Engineering teams to influence the product roadmap.