{"id":1248047,"url":"https://alion.io/job/merchantspring-technical-support-specialist-client-success","title":"Technical Support Specialist, Client Success","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":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Kuala Lumpur, Malaysia"],"countries":["MY"],"hiring_countries":["MY"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Intercom","optional":false},{"name":"Jira","optional":false},{"name":"SQL","optional":true}],"status":"live","first_seen_at":"2026-08-10T00:00:00Z","employer_posted_date":"2026-08-10","last_verified_at":"2026-11-02T14:19:07Z","board_verified":true,"closed_at":null,"days_open":84,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":84},"description":"MerchantSpring is a SaaS analytics and reporting company that helps agencies, investors, brands, and vendors manage and scale their performance across a wide range of e-commerce and marketplace channels. We provide a single source of truth for marketplace reporting and help our clients drive growth through data, automation, insights, and expert client support.\nAs a Technical Support Specialist, you will serve as the bridge between Client Success and Engineering, owning the investigation and management of complex technical issues, data discrepancies, integrations, and platform-related concerns.\nYou will work closely with frontline Client Success Agents, Relationship Managers, Product, and Engineering teams to ensure issues are accurately diagnosed, properly documented, and efficiently resolved. This role is well suited to someone who enjoys diving deep into platform behavior, connecting technical details to business outcomes, and serving as a trusted point of escalation for advanced support needs.\nThis role is not a software engineering position but requires strong technical troubleshooting, analytical thinking, and problem-solving capabilities. Your success will be measured by your ability to improve escalation quality, reduce investigation times, increase first-time resolution accuracy, and improve the overall technical support experience for clients.\nResponsibilities\nTechnical Investigations\nInvestigate complex platform issues and client-reported discrepancies.\nPerform root-cause analysis across marketplace, platform, and data-related issues.\nValidate bugs before escalation and reproduce reported issues where possible.\nIdentify recurring technical problems and patterns.\nEscalation Management\nAct as the primary escalation point for advanced support issues.\nImprove the quality and completeness of Jira tickets submitted to Engineering.\nEnsure escalations include clear evidence, reproduction steps, and business impact.\nTrack escalated issues through resolution.\nCommunicate findings to clients and internal teams.\nTechnical Enablement\nProvide technical guidance to frontline Client Success Agents and improve internal technical knowledge in the team.\nDevelop troubleshooting frameworks and investigation guides.\nHelp reduce unnecessary engineering escalations\nCross-Functional Collaboration\nWork closely with Product and Engineering teams.\nParticipate in bug triage and technical review discussions where required.\nProvide visibility into recurring technical pain points affecting clients.\nAssist with testing and validation of bug fixes when required.\nProcess Improvement\nIdentify opportunities to improve technical support workflows.\nContribute to internal technical documentation.\nAssist in creating proactive monitoring and investigation processes.\nRecommend improvements to support tooling and escalation frameworks.\nKey Success Metrics\nInvestigation Quality: 95%+ escalation acceptance rate by Engineering\nTeam Enablement: Measurable reduction in frontline support time spent on technical investigations; creation and maintenance of technical troubleshooting resources.\nClient Experience: Improved technical support CSAT, reduced time-to-resolution for technical issues, improved communication quality throughout investigations\nRequirements\nQualifications\n3+ years of experience in SaaS technical support, technical customer success, implementation support, or a similar technical client-facing role.\nHands-on experience troubleshooting integrations, APIs, data issues, or other technical platform problems.\nComfortable working with Intercom or similar ticketing systems.\nAbility to clearly communicate technical concepts to non-technical audiences.\nStrong written documentation skills for technical support work and great attention to detail.\nExperience within eCommerce, marketplaces, digital commerce, retail media, or SaaS environments\nStandard business hours aligned closely to Melbourne time zones with flexibility to support global client investigations where required.\nParticipation in cross-functional meetings with Client Success, Product and Engineering teams.\nPreferred Qualifications\nWorking knowledge with Jira, SQL, API troubleshooting, data analytics or BI platforms.\nExperience with Amazon Seller Central, Vendor Central, Walmart, Shopify, or similar e-commerce platforms.\nExposure to software development lifecycles.\nBenefits\nWhy Join MerchantSpring\n Play a critical role in helping clients trust and succeed with the MerchantSpring platform.\nSupport an international client base as a key contributor in our growing Client Success team.\nDevelop your customer success, troubleshooting, platform expertise, and SaaS support skills while building a best-in-class client experience.\nSolve complex problems, influence product improvements, and help build a scalable technical support function.\nBe the voice clients trust. Your work directly shapes how brands, agencies, and sellers succeed on the marketplaces that power their business.\nFully remote role with standard working hours aligned to your timezone, and flexibility to support global client needs where required.\nReceive regular training, knowledge-sharing, and be part of a team culture that values continuous improvement.","description_format":"text","description_chars":5233,"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":[{"name":"Malaysia","iso":"MY","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["E-commerce Platforms","Marketplaces","Retail & Pricing Analytics"],"lifecycle":[{"event":"open","at":"2026-09-25T18:07:27Z"}],"visa":[],"liveness":{"score":12,"band":"cold","label":"Long shot","p_open":1,"p_active":0.416,"p_room":0.28,"age_days":84,"expected_fill_days":27,"reasons":["conf:4","win:tail","crowd:"],"computed_at":"2026-11-02T06:13:15Z"},"pay":null,"html_url":"https://alion.io/job/merchantspring-technical-support-specialist-client-success","json_url":"https://alion.io/job/merchantspring-technical-support-specialist-client-success.json","meta":{"generated_at":"2026-11-02T20:14:00Z","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":28263,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-03T00:00:00Z"}},"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":2383436},"rest":"https://alion.io/mcp/rest/get_company?id=2383436"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmerchantspring-technical-support-specialist-client-success"},{"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%2Fmerchantspring-technical-support-specialist-client-success"},{"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%2Fmerchantspring-technical-support-specialist-client-success"},{"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/merchantspring-technical-support-specialist-client-success\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmerchantspring-technical-support-specialist-client-success"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":1248047}},{"tool":"search_jobs","arguments":{"company":"merchantspring.io","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":1248047},"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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