Customer Support Engineer

Short Summary

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Skills: Strong technical troubleshooting ability, customer service, excellent communication

Experience: 2-5 years of experience at a SaaS company

Office location: Gurgaon, at Patina tower, near Sikanderpur metro station, DLF Phase 1

Company website: https://www.sumtracker.com

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About the company

Sumtracker is inventory management and replenishment software for Shopify and Amazon merchants, powering 2,000+ e-commerce brands across 50+ countries. Founded in 2020, we're bootstrapped and profitable. We’ve built a product our customers genuinely love. We're a small, fast-growing team based in Gurugram, working in-office, and looking for people who want real ownership over their work.

About the Role

We are looking for a Customer Support Engineer who sits at the intersection of technical troubleshooting and customer service - someone who can dig into logs, APIs and integrations to actually solve a customer's problem, not just log a ticket.

This is a role for someone who enjoys the puzzle of figuring out why something broke - whether it's a Shopify sync failure, a webhook that didn't fire, or a rate-limit issue with a marketplace integration - and can explain the fix to a customer in plain, non-jargon language.

You'll work closely with engineering and product to escalate genuine bugs, and you'll be the voice of the customer internally, flagging patterns before they become bigger problems.

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Responsibilities

This is a high-ownership individual contributor role

Troubleshoot & resolve: Diagnose technical issues customers report - bugs, integration failures, configuration problems, API errors. Reproduce issues, check logs, and identify root causes
Escalate with clarity: When something is a genuine bug, escalate to engineering with clear reproduction steps so it can be fixed fast
Manage expectations: Keep customers informed on timelines for fixes and workarounds
Go deep on integrations: Understand Sumtracker's architecture well enough to debug beyond surface-level - reading logs, making light SQL/API calls, and understanding how integrations like Shopify, Amazon and other marketplaces sync, fail, and recover
Document & build knowledge: Write and update help center articles and FAQs based on recurring issues; maintain internal runbooks for common problems
Support onboarding: Occasionally get involved in onboarding or implementation for technically complex accounts </aside>

Qualifications

Proven Experience: 2-5 years of experience in a technical support, support engineering, or similar customer-facing technical role, ideally at a SaaS company
Technical Aptitude: Comfortable reading logs, working with APIs, and picking up enough of a product's architecture to debug real issues - prior hands-on exposure to SQL, APIs, or webhooks is a strong plus
Excellent Communication: Exceptional oral and written communication skills, with the ability to explain technical concepts in plain language
Customer-Centric Approach: A genuine passion for helping customers succeed and a strong commitment to providing outstanding service
Ownership-Driven: Ability to work independently, take initiative, and manage multiple tickets/issues effectively

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Why should you join us?

Competitive compensation: Attractive salary with annual increments
Growth opportunities: Take on a pivotal role with full ownership, accelerating your career
Global exposure: Work with customers across the US, UK, Australia, and more
Cutting-edge work: Solve real problems using AI and modern tools </aside>

Work Policy

We are an in-office company with a 5-day work week