Technical Delivery Engineer

Who We Are:

Increff is the most preferred retail SaaS partner, solving complex inventory management and supply chain challenges for retailers seeking to revolutionize their supply chains both technologically and operationally.

What We Offer:

Our core focus is on providing innovative retail tech solutions, including merchandising and omni channel inventory management. These solutions are meticulously designed to cater to the specific needs of brands and retailers, empowering them to thrive in the dynamic marketplace Innovative technology, comprehensive support, and a dynamic environment for career growth.

Our Vision:

To be the most admired retail technology company.

Job Summary:

As a Technical Delivery Engineer at Increff, you will work at the intersection of technology, product, operations, and clients to ensure the successful implementation, integration, and day-to-day functioning of Increff OMNI. You will be responsible for troubleshooting production issues, analyzing system behavior, working with APIs and databases, and coordinating with internal and external stakeholders to ensure timely resolution of client issues.

This is a high-ownership role that requires strong technical troubleshooting skills, analytical thinking, and the ability to translate business and client issues into effective technical solutions.

Responsibilities:

• Manage and resolve production incidents across OMS, WMS, ERP, POS, and marketplace integrations.
• Analyze client-reported issues, perform technical troubleshooting, and identify the root cause of system or integration-related problems.
• Debug REST APIs, webhooks, API requests and responses, and integrations using tools such as Postman and cURL.
• Perform SQL-based data investigation and validation to identify discrepancies, data issues, and system-level problems.
• Analyze application and server logs using relevant logging and monitoring tools to troubleshoot production issues.
• Work closely with Engineering, Product, QA, Implementation, and Operations teams to resolve complex technical and client issues.
• Support client onboarding, marketplace integrations, and technical implementation activities.
• Coordinate with external marketplaces, ERPs, and third-party partners when issues originate outside the Increff platform.
• Monitor and manage incidents based on defined SLA and priority requirements.
• Prepare RCA reports, troubleshooting documentation, and SOPs for recurring issues and production problems.
• Identify recurring issues and recommend process, product, automation, or system improvements.
• Communicate technical issues, investigation findings, and resolutions clearly to both technical and non-technical stakeholders.
• Support system changes, product releases, deployments, and integration-related activities.

Requirements

• 1-3 years of experience in Technical Support, Production Support, Technical Delivery, Application Support, Integration Support, or a similar technical role.
• Strong hands-on knowledge of SQL, preferably MySQL/PostgreSQL or similar databases, with the ability to investigate and validate data.
• Good understanding of REST APIs, API debugging, webhooks, JSON, and API request/response structures.
• Hands-on experience with tools such as Postman and cURL for API testing and troubleshooting.
• Experience with application and server log analysis and debugging.
• Understanding of databases, data validation, and troubleshooting data discrepancies.
• Familiarity with cloud-based/SaaS applications and production environments.
• Hands-on experience with incident management, production troubleshooting, Root Cause Analysis (RCA), SLA management, and problem management.
• Familiarity with ticketing and issue-management platforms such as Jira or Freshdesk.
• Ability to create clear technical documentation, troubleshooting guides, and SOPs.
• Strong analytical and problem-solving skills with the ability to investigate complex technical issues independently.
• Excellent communication and stakeholder-management skills, with the ability to explain technical issues to non-technical stakeholders.
• Ability to work effectively under production pressure and manage multiple issues based on priority and business impact.
• Strong ownership, accountability, and cross-functional collaboration skills.
• Good prioritization and time-management skills.
• Ability to understand business requirements and translate them into appropriate technical actions.

Good to Have:

• Understanding of OMS, WMS, ERP, POS, e-commerce platforms, or marketplace/channel integrations.
• Experience with Python or scripting.
• Exposure to automation tools such as n8n.
• Experience with logging and search tools such as Elasticsearch/Kibana.
• Basic knowledge of cloud platforms.
• Understanding of e-commerce order, inventory, and fulfillment workflows.
• Experience working with enterprise clients and third-party integrations.