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.
