Remote Tech Support Specialist - Client Success & Eng

Merchantspring; Kuala Lumpur; À distance; MYR 286 000 - 368 000; Plein temps

Avantages offerts par ce poste

Fully remote work

Regular training

Global client exposure

Résumé du poste

MerchantSpring is a SaaS analytics and reporting company helping agencies, brands, and vendors manage performance across e-commerce channels. The Technical Support Specialist bridges Client Success and Engineering, owning investigations, data discrepancies, and platform issues.

You will work with Product and Engineering to ensure clear escalation evidence, reproduce issues, and improve support workflows while serving as a trusted escalation point for advanced client needs.

Qualifications

• 3+ years in SaaS technical support, customer success, implementation support, or a similar technical client-facing role.
• Hands-on experience troubleshooting integrations, APIs, data issues, or other technical platform problems.
• Comfortable working with Intercom or similar ticketing systems.
• Ability to clearly communicate technical concepts to non-technical audiences.
• Strong written documentation skills for technical support work and great attention to detail.
• Experience within eCommerce, marketplaces, digital commerce, retail media, or SaaS environments.
• Standard business hours aligned closely to Melbourne time zones with flexibility to support global client investigations where required.
• Participation in cross-functional meetings with Client Success, Product and Engineering teams.

Responsabilités

• Investigate complex platform issues and client-reported discrepancies.
• Perform root-cause analysis across marketplace, platform, and data-related issues.
• Validate bugs before escalation and reproduce reported issues where possible.
• Identify recurring technical problems and patterns.
• Act as the primary escalation point for advanced support issues.
• Improve the quality and completeness of Jira tickets submitted to Engineering.
• Ensure escalations include clear evidence, reproduction steps, and business impact.
• Track escalated issues through resolution.
• Communicate findings to clients and internal teams.
• Provide technical guidance to frontline Client Success Agents and improve internal technical knowledge in the team.
• Develop troubleshooting frameworks and investigation guides.
• Help reduce unnecessary engineering escalations.
• Work closely with Product and Engineering teams.
• Participate in bug triage and technical review discussions where required.
• Provide visibility into recurring technical pain points affecting clients.
• Assist with testing and validation of bug fixes when required.
• Identify opportunities to improve technical support workflows.
• Contribute to internal technical documentation.
• Assist in creating proactive monitoring and investigation processes.
• Recommend improvements to support tooling and escalation frameworks.

Connaissances

SaaS technical support

API troubleshooting

Data issue analysis

Intercom proficiency

Technical writing

E-commerce platforms

Outils

Jira

SQL

BI tools

Intercom

Description du poste

MerchantSpring is a SaaS analytics and reporting company helping agencies, brands, and vendors manage performance across e-commerce channels. The Technical Support Specialist bridges Client Success and Engineering, owning investigations, data discrepancies, and platform issues.

You will work with Product and Engineering to ensure clear escalation evidence, reproduce issues, and improve support workflows while serving as a trusted escalation point for advanced client needs.