Support Engineer

1 week ago

Chennai, Tamil Nadu, India Bolt Full time ₹ 9,00,000 - ₹ 12,00,000 per year

About Bolt

Bolt's mission is to democratize commerce by making online buying easy, trusted, and consistent for millions of happy shoppers. Read more about our mission in our manifesto. We believe that every retailer needs a great online shopping experience to power their business in the future, and to do that effectively, they need Bolt.

Support Engineers are critical contributors to our customers' success. Your technical, communication, and problem-solving skills will maintain Bolt's reputation across the industry for world-class customer service. You will also be a relentless advocate for our customers by providing insight and perspective to influence improvements within our product and across the organization.

This role presents opportunities for people looking to hone their technical skills for opportunities in engineering (core engineering, integration, quality) or wanting to build their communications skills for customer-facing roles (technical account manager, sales engineer, implementation manager, success manager, or similar)

Responsibilities
  • Resolve complex technical issues with a focus on long-term customer success and satisfaction.

  • Troubleshoot and debug across the Bolt network, partner eCommerce platforms, APIs, and integrations.

  • Leverage coding skills to reproduce issues, analyze source code, develop tooling, and provide actionable feedback to engineering teams.

  • Partner cross-functionally with Engineering, Customer Success, and Account teams to resolve critical issues, escalate recurring challenges, and set clear expectations.

  • Act as the voice of the customer by translating feedback, representing their interests, and advocating for product improvements.

  • Create and curate customer-facing documentation and internal knowledge articles to accelerate self-service and L1/L2 team effectiveness.

  • Educate customers and developers on technical concepts, API use cases, and platform functionality with clarity and empathy.

  • Brainstorm and contribute to innovative improvements in support operations, driving scalable solutions.

  • Deliver constructive feedback and collaborate effectively, motivating peers and uniting the team toward shared goals.

  • Be a brand ambassador for Bolt by leaving lasting positive impressions during every interaction.

Requirements
  • Undergraduate degree in Computer Science or equivalent hands-on experience in technical customer-facing roles (eCommerce, Payments, Retail, or Software).

  • At least 2 years of programming experience, ideally with JavaScript or Python.

  • Strong proficiency in HTML, JavaScript, CSS, SQL, PHP.

  • Experience with shell commands, git, and debugging tools (e.g., Datadog, Bugsnag, ElasticSearch).

  • Solid experience with APIs and/or software integrations.

  • Outstanding problem-solving, analytical, and time-management skills.

  • Excellent communication skills with proven customer empathy.

  • Ability to independently think through end-to-end execution and assess impact across systems.

Preferred / Bonus Skills
  • Hands-on experience with eCommerce platforms (Magento, BigCommerce, Salesforce Commerce Cloud, WooCommerce, Shopify).

  • Prior experience in customer-facing, QA, core engineering, or DevOps-type roles.

  • Domain knowledge in eCommerce or Payments.

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