Seller Support Engineer & Platform Advocate

Remotedxb; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

Max Retail in Dubai seeks a customer support specialist to handle Level 2 escalations, assist sellers, and ensure smooth platform operations. You will analyze errors, map data, and coordinate with engineering on complex issues while training onboarding and maintaining expert seller tools knowledge.

Ideal candidates possess 3-4+ years in SaaS or e-commerce support, strong data skills, and a proactive approach to root-cause analysis and platform improvements.

Qualifications

• 3-4+ years in customer support, success, or operations at a SaaS, marketplace, or e-commerce company.
• Intermediate to advanced proficiency in Google Sheets and Excel (XLOOKUP, COUNTIFS, etc.)
• Experience with HubSpot or similar CRM and Google Suite
• Working knowledge of Shopify and either Square or Lightspeed
• Strong analytical troubleshooting skills with a focus on root cause analysis
• Light SQL/BI familiarity and comfort reading error messages or webhook logs
• Ability to work standard business hours with some weekend rotation during peaks

Responsibilities

• Handle Level 2 escalations requiring advanced technical knowledge of the platform
• Manage complex listing submissions, connection errors, and data mapping issues
• Determine when issues require escalation to engineering teams with detailed documentation
• Train and onboard sellers on new platform features and integrations
• Proactively reach out to sellers experiencing listing or order processing errors
• Use Google Sheets and Excel to cross-reference data and construct JSON/CSV payloads for corrections
• Maintain expert-level knowledge of seller tools, features, and technical architecture
• Document recurring issues and advocate for product improvements

Skills

Root cause analysis

Analytical problem solving

Data mapping

Data-driven troubleshooting

Tools

HubSpot

Google Sheets

Excel

Shopify

Square

Lightspeed

Job description

Max Retail in Dubai seeks a customer support specialist to handle Level 2 escalations, assist sellers, and ensure smooth platform operations. You will analyze errors, map data, and coordinate with engineering on complex issues while training onboarding and maintaining expert seller tools knowledge.

Ideal candidates possess 3-4+ years in SaaS or e-commerce support, strong data skills, and a proactive approach to root-cause analysis and platform improvements.