{"id":1248046,"url":"https://alion.io/job/merchantspring-technical-support-engineer","title":"Technical Support Engineer","company":{"id":2383436,"name":"MerchantSpring","domain":"merchantspring.io","url":"https://alion.io/company/merchantspring","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Kuala Lumpur, Malaysia"],"countries":["MY"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Amazon CloudWatch","optional":false},{"name":"AWS","optional":false},{"name":"Jira","optional":false},{"name":"Node JS","optional":false},{"name":"PostgreSQL","optional":false},{"name":"Postman","optional":false},{"name":"React.js","optional":false},{"name":"Rest API","optional":false},{"name":"SQL","optional":false},{"name":"TypeScript","optional":false},{"name":"Claude","optional":true},{"name":"Cursor","optional":true},{"name":"JavaScript","optional":true},{"name":"PHP","optional":true},{"name":"WooCommerce","optional":true}],"status":"live","first_seen_at":"2026-08-10T00:00:00Z","employer_posted_date":"2026-08-10","last_verified_at":"2026-09-29T19:04:49Z","board_verified":true,"closed_at":null,"days_open":51,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":51},"description":"MerchantSpring is a SaaS analytics and reporting platform that helps agencies, investors, brands, and vendors track and optimize performance across more than 120 e-commerce and marketplace channels, including Amazon, Walmart, and Shopify. Working at the intersection of software, data, and commerce, the team builds tools that help customers make sense of complex performance signals and act on them with confidence.\nWe're seeking a Technical Support Engineer with strong analytical and problem-solving skills who enjoys digging through logs, queries, and APIs to understand exactly what is happening and why. In this role, you will handle a wide variety of tickets across from data discrepancies and marketplace integration issues to performance, UI, and reporting questions.\nYou will sit on the frontline of the platform, helping customers navigate technical issues while contributing to a more reliable and scalable product experience. This is a great opportunity for someone who enjoys deep investigation, diagnosing problems across the full stack, and partnering with our engineering team to drive root-cause fixes into long-term solutions.\nRequirements\nInvestigate and resolve customer-reported issues across the platform: frontend, backend, APIs, marketplace integrations, and data pipelines.\nReproduce reported problems in a controlled environment and identify root causes through application logs, database queries, and Browser DevTools.\nExperience owning support tickets end-to-end: reproducing issues, identifying root cause, resolving independently when possible, and escalating with clear documentation.\nTriage and prioritize incoming tickets based on customer impact, business value, and urgency.\nAct as the bridge to engineering: when escalation is required, hand off reproducible cases with clear context, business impact, and suggested next steps to minimise developer interrupt overhead.\nCollaborate with product, QA, and engineering to drive permanent fixes and reduce recurring issues.\nMaintain and improve internal runbooks, support playbooks, and customer-facing help-centre content.\nWrite simple scripts and SQL queries to investigate data issues and automate repetitive support tasks.\nSpot patterns in support data and surface product improvement opportunities to the wider team.\nQualifications\nBachelor’s Degree in Computer Science, Engineering, or a related field (or equivalent experience).\n3 - 6 years of experience in a technical support, solutions engineering, or similar customer-facing technical role.\nExperience in Node.js, TypeScript, React, PostgreSQL, and MongoDB (or another database systems).\nStrong analytical and problem-solving skills with a natural instinct for root-cause investigation.\nProficient in SQL and comfortable reading AWS CloudWatch logs to diagnose issues.\nComfortable working with REST APIs (Postman/cURL) and Browser DevTools (Network and Console tabs).\nExcellent written and verbal communication to explain technical issues clearly to non-technical customers and to engineers.\nAbility to triage, prioritise, and stay calm under pressure across multiple concurrent tickets.\nExperience using Jira or a similar ticketing/support tool.\nAbility to leverage AI coding assistants to boost overall productivity like investigating issues and automating repetitive support tasks.\nNice to Have\nExperience supporting B2B SaaS, analytics, or other data-heavy products.\nFamiliarity with e-commerce or marketplace platforms (e.g., Amazon, Shopify, WooCommerce) and concepts such as orders, products, and categories.\nPower user of AI tools like Claude, Cursor, or similar to accelerate investigation and documentation.\nBenefits\nBuild our support function from the ground up: you won’t inherit a playbook, you’ll write it. Define the tooling, processes, SLAs, and standards that will guide the team as we scale.\nA clear path to own and grow the department. Start as the technical anchor for support, and grow into the leader who shapes hiring, structure, and strategy as the team expands with you.\nCreate impact role at the intersection of product, customers, and engineering. Your work directly shapes product quality and the customer experience.\nWork with a modern tech stack and cloud-native architecture across a global, fast-moving team.\nGrow technically and professionally, own the customer experience end-to-end and have visible influence on the product roadmap.","description_format":"text","description_chars":4410,"description_truncated":false,"requirements":{"experience_years_min":null,"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","Marketplaces"],"lifecycle":[{"event":"open","at":"2026-09-25T18:07:27Z"}],"liveness":{"score":14,"band":"cold","label":"Long shot","p_open":1,"p_active":0.392,"p_room":0.35,"age_days":50,"expected_fill_days":21,"reasons":["conf:5","win:tail"],"computed_at":"2026-09-29T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/merchantspring-technical-support-engineer","json_url":"https://alion.io/job/merchantspring-technical-support-engineer.json","meta":{"generated_at":"2026-09-30T03:03:03Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":2347,"day_limit":5000,"remaining_today":2653,"minute_limit":60,"resets_at":"2026-10-01T00:00:00Z"}}}