Technical Support Engineer

3 weeks ago

Gurugram, India Snapmint Full time

What You'll Do

  • Act as the first line of technical troubleshooting for Snapmint's merchants and customers.
  • Diagnose, replicate, and resolve issues related to integrations (Shopify, WooCommerce, Magento, SFCC, custom APIs, etc.), payments, and reporting.
  • Debug API calls, review logs, and provide structured insights to merchants and internal teams.
  • Collaborate with Implementation Managers, QA, and Engineering to escalate complex issues and drive timely resolution.
  • Document recurring issues, create FAQs/knowledge base articles, and recommend improvements.
  • Monitor dashboards/alerts and proactively flag system issues before they impact users.
  • Provide guidance to merchants on best practices during setup, testing, and post-launch.

What We're Looking For

  • Experience (1-3 years) in Technical Support, Product Support, or similar roles (fintech, SaaS, or e-commerce integrations a plus).
  • Strong knowledge of APIs, REST, JSON, webhooks, and logs debugging.
  • Familiarity with e-commerce platforms (Shopify, WooCommerce, Magento, etc.) or fintech/payment systems preferred.
  • Ability to write/read SQL queries for troubleshooting data-related issues.
  • Excellent problem-solving and communication skills-able to simplify technical details for non-technical stakeholders.
  • Customer-first mindset with the ability to handle pressure and prioritize issues.

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