Remote Technical Support & Client Success Specialist

MerchantSpring; Malaysia; On-site; MYR 60,000 - 90,000; Full time

Benefits offered by this job

Fully remote role

International client base

Ongoing training

Job summary

MerchantSpring is a SaaS analytics and reporting company helping agencies, investors, brands, and vendors manage performance across e-commerce channels. As a Technical Support Specialist, you will bridge Client Success and Engineering, owning the investigation of complex issues, data discrepancies, integrations, and platform concerns.

You will collaborate with Client Success, Relationship Managers, Product, and Engineering teams to diagnose issues, document findings, and resolve them quickly.

Qualifications

• 3+ years in SaaS technical support or technical customer success
• Hands-on experience troubleshooting integrations, APIs, data issues, or platform problems
• Ability to clearly communicate technical concepts to non-technical audiences
• Strong written documentation skills and attention to detail
• Experience in ecommerce, marketplaces, or SaaS environments

Responsibilities

• Investigate complex platform issues and client-reported discrepancies
• Perform root-cause analysis across marketplace, platform, and data-related issues
• Be primary escalation point for advanced support issues
• Improve Jira tickets with evidence, steps, and business impact
• Develop troubleshooting frameworks and guides
• Collaborate with Product and Engineering on bug triage and fixes
• Contribute to internal documentation and proactive monitoring

Skills

SaaS support

API troubleshooting

Intercom

Documentation

Data issues

Tools

Jira

SQL

BI platforms

APIs

Job description

MerchantSpring is a SaaS analytics and reporting company helping agencies, investors, brands, and vendors manage performance across e-commerce channels. As a Technical Support Specialist, you will bridge Client Success and Engineering, owning the investigation of complex issues, data discrepancies, integrations, and platform concerns.

You will collaborate with Client Success, Relationship Managers, Product, and Engineering teams to diagnose issues, document findings, and resolve them quickly.