{"id":3400401,"url":"https://alion.io/job/gokwik-customer-success-engineer-2","title":"Customer Success Engineer","company":{"id":180280,"name":"GoKwik","domain":"gokwik.co","url":"https://alion.io/company/gokwik","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Keka","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Gurgaon, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":1200000,"max":1500000,"currency":"INR","period":"year","gross":null,"usd_annual":15816},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Freshdesk","optional":false},{"name":"Shopify","optional":false}],"status":"live","first_seen_at":"2026-10-28T11:31:24Z","employer_posted_date":"2026-10-28","last_verified_at":"2026-10-29T07:04:30Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"About GoKwik\nGoKwik is building the growth operating system for D2C and eCommerce brands, enabling businesses to optimise checkout, reduce RTO, power payments, drive retention, and unlock post-purchase engagement. With 15,000+ merchants globally and a growing presence across India, the UK, Europe, and the US, GoKwik is building technology and financial infrastructure that powers the next generation of digital commerce.\nWhy This Role Matters\nAs a Customer Success EngineerAbout GoKwik\nGoKwik is India's leading D2C Commerce Growth Platform, helping 15,000+ brands acquire, convert, engage, and retain shoppers. Powered by a network of 200M+ shoppers, 500M+ checkouts, and 1.5B+ customer conversations, we're building the operating system for commerce growth.\nWhy This Role Matters\nWe are looking for a Customer Success Engineer to provide technical support to GoKwik merchants and ensure the effective functioning and adoption of our products. The role involves handling merchant queries through email and chat, troubleshooting technical issues, supporting product configurations and integrations, and coordinating with internal teams to ensure timely resolution.\nWhat You’ll Own\nMerchant Technical Support: Provide technical support to GoKwik merchants through email and chat, ensuring timely and professional responses.\nTechnical Troubleshooting: Investigate and resolve technical issues reported by merchants, identify root causes, and escalate complex cases to the relevant teams.\nProduct Configuration and Integrations: Assist merchants with product configurations, customisation requests, integrations, and usage-related queries.\nCross-Functional Collaboration: Work with Product, Engineering, and other internal teams to resolve technical issues and improve merchant outcomes.\nTicket and Case Management: Maintain accurate records of support tickets, troubleshooting steps, escalations, and resolutions using tools such as Freshdesk and Freshchat.\nSLA and Customer Satisfaction: Prioritise support requests, meet resolution timelines, and maintain high customer satisfaction.\nIssue Analysis and Process Improvement: Identify recurring technical issues and merchant queries, analyse patterns, and recommend improvements to product functionality, documentation, and support processes.\nMerchant Communication: Communicate technical issues and resolutions clearly to technical and non-technical stakeholders, keeping merchants informed throughout the resolution process.\n Support Operations: Work in a roster-based environment, including weekend support and occasional evening coverage during peak periods.\nWho You Are\nHave at least 2 years of experience in technical support, customer engineering, or a similar customer-facing technical role.\nHave experience supporting enterprise clients through email, chat, or ticketing systems.\nPossess strong written and verbal communication skills, with the ability to explain technical concepts clearly.\nHave strong troubleshooting and problem-solving skills, with the ability to identify root causes and drive issues to resolution.\nHave experience using customer support platforms such as Freshdesk or Freshchat.\nUnderstand eCommerce workflows and merchant-facing technology products.\nHave familiarity with Shopify, APIs, product integrations, or SaaS-based solutions; this will be an added advantage.\nAre organised, detail-oriented, and comfortable managing multiple support cases in a fast-paced environment.\nDemonstrate accountability, ownership, and a customer-focused approach.\nAre comfortable working in a roster-based support model, including weekends and occasional evenings as required.\nWhy GoKwik\nAt GoKwik, you will work with eCommerce merchants to resolve technical challenges that directly impact their business operations and customer experience. You will collaborate with Product and Engineering teams, gain exposure to commerce technology, and contribute to improving product reliability, support processes, and merchant satisfaction.","description_format":"text","description_chars":3998,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Commerce","E-commerce Platforms","Payment Processing & Gateways"],"lifecycle":[{"event":"open","at":"2026-10-28T14:17:08Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":14,"reasons":["conf:2","win:early","comp:junior"],"computed_at":"2026-10-29T05:49:05Z"},"pay":{"stated_usd_annual":15816,"is_top_pay":false},"html_url":"https://alion.io/job/gokwik-customer-success-engineer-2","json_url":"https://alion.io/job/gokwik-customer-success-engineer-2.json","meta":{"generated_at":"2026-10-29T09:13:22Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":14005,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":180280},"rest":"https://alion.io/mcp/rest/get_company?id=180280"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fgokwik-customer-success-engineer-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fgokwik-customer-success-engineer-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fgokwik-customer-success-engineer-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/gokwik-customer-success-engineer-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fgokwik-customer-success-engineer-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3400401}},{"tool":"search_jobs","arguments":{"company":"gokwik.co","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3400401},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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