Technical Support Executive

We are a team of digital practitioners with roots stretching back to the earliest days of online commerce, who dedicate ourselves to serving our client companies. We've seen the advancements first-hand over the last 25 years and believe our experiences allow us to innovate. Utilising cutting-edge technology and providing bespoke, innovative services, we believe we can help you stay ahead of the curve.

We take a holistic view of digital strategy. Our approach to transformation is based on conscious Intent to delight customers through continuous Insight and creative Innovation with an enduring culture of problem-solving.

We bring every element together to create innovative, high-performing commerce experiences for enterprise B2C, B2B, D2C and Marketplace brands across industries. From mapping out business and functional requirements to developing the infrastructure to optimise traditionally fragmented processes, we help you create integrated, future-proofed commerce solutions.

Responsibilities:

• Provide technical support for backend services built using Node.js and JavaScript.
• Monitor application health and troubleshoot production issues, including data, API, and integration failures.
• Analyse logs, payloads, and database records to identify root causes and resolve incidents.
• Support and maintain API integrations, including webhooks and event-driven workflows.
• Handle file-based integrations(import/export processes), validate data, and reprocess failures when required.
• Work extensively with MongoDB for data analysis, queries, and aggregation-based investigations.
• Perform manual monitoring, data corrections, and controlled reprocessing activities as part of operations.
• Coordinate with development, product, and external teams to escalate and resolve issues.
• Prepare incident reports, RCA documents.
• Participate in shift-based operational support and on-call rotations as required.
• Follow established support processes, documentation standards, and version control practices.

Requirements:

• Strong experience with Node.js / JavaScript.
• Good understanding of backend systems and integration workflows.
• Strong knowledge of MongoDB, including queries, aggregations, and data analysis.
• Experience supporting API integrations with internal and external systems.
• Understanding of webhooks, asynchronous processing, and event-based systems.
• Experience handling file-based integrations(SFTP/S3 imports, exports, validations).
• Strong problem-solving and debugging skills in production environments.
• Ability to analyse issues using logs, payloads, and database data.
• Clear communication skills for coordinating with cross-functional teams.
• Willingness to work in shift-based support schedules.
• Experience with AWS services such as S3 SQS, Lambda, and Batch Jobs.
• Exposure to E-commerce platforms(Shopify, WooCommerce, KIBO).
• Experience with monitoring and logging tools in production environments.
• Familiarity with incident management, RCA preparation.
• Basic scripting or automation skills to reduce repetitive support tasks.
• Graduate - BE / Btech or equivalent.
• 3 to 5 years of experience.
• Self-motivated and quick learner with excellent problem-solving skills.
• A good team player with nice communication skills.
• Energy and real passion to work in a startup environment.