We are looking for an experienced Enterprise Technical Support professional with a strong background in Ecommerce and SaaS platforms to provide technical support, troubleshoot complex issues, and assist clients with platform integrations and system-related concerns.

Responsibilities

Provide Tier 1–3 technical support and resolve complex technical issues.
Investigate failed orders and perform Root Cause Analysis (RCA) using Logz.io.
Provide resolutions through Zendesk or escalate issues with complete technical findings.
Troubleshoot backend issues and bugs using Jira.
Monitor and troubleshoot orders using CRM platforms.
Support Ecommerce platforms such as Shopify, Amazon, and Gorgias.
Troubleshoot integrations involving two or more applications, software, or data sources.
Handle data mapping and data synchronization issues.
Manage and troubleshoot product listings and SKUs.
Monitor and troubleshoot product and inventory synchronization.
Support and troubleshoot API integrations and system connectivity issues.

Requirements

At least 1 year of Tier 2–3 Technical Support experience.
Strong experience in Ecommerce and SaaS support.
Hands-on experience with Shopify, Amazon, Gorgias, or similar Ecommerce platforms.
Experience with application/software integrations and data synchronization.
Knowledge of API integrations and data mapping.
Experience handling product listings, SKUs, product synchronization, and inventory synchronization.
Experience supporting B2B and/or B2C clients.
Experience providing international customer support.
Strong analytical, troubleshooting, and Root Cause Analysis (RCA) skills.
Experience with Zendesk, Jira, Logz.io, and CRM platforms is an advantage.

Enterprise Technical Support (Ecommerce/Saas - Shopify, Amazon etc.)