SaaS Technical Support Engineer — Data & API Debugger

Merchantspring; Kuala Lumpur; Presencial; MYR 60 000 - 90 000; Tempo integral

Resumo da oferta

MerchantSpring is seeking a Technical Support Engineer in Kuala Lumpur to investigate and resolve issues across frontend, backend, APIs, marketplace integrations, and data pipelines, using logs, queries, and browser DevTools.

This frontline role owns tickets end-to-end, triages by impact, and collaborates with product, QA, and engineering to drive permanent fixes and improve runbooks and help-center content.

Qualificações

• Bachelor's degree in Computer Science, Engineering, or a related field
• 3-6 years of experience in a technical support, solutions engineering, or similar customer-facing technical role
• Strong analytical and problem-solving skills with a natural instinct for root-cause investigation
• Proficient in SQL and reading AWS CloudWatch logs to diagnose issues
• Experience with REST APIs and Browser DevTools
• Excellent written and verbal communication to explain technical issues clearly
• Ability to triage, prioritize, and stay calm under pressure across multiple concurrent tickets
• Experience using Jira or a similar ticketing/support tool
• Ability to leverage AI coding assistants to boost overall productivity

Responsabilidades

• Investigate and resolve issues across frontend, backend, APIs, marketplace integrations, and data pipelines
• Reproduce reported problems using application logs, database queries, and Browser DevTools
• Own support tickets end-to-end: reproduce, identify root cause, resolve, or escalate with documentation
• Triage and prioritize incoming tickets by customer impact, value, and urgency
• Act as bridge to engineering: hand off reproducible cases with context and next steps
• Collaborate with product, QA, and engineering to drive permanent fixes
• Maintain and improve internal runbooks, support playbooks, and customer-facing help content
• Write simple scripts and SQL queries to investigate data issues and automate tasks
• Spot patterns in support data and surface product improvement opportunities

Conhecimentos

Node.js

TypeScript

React

PostgreSQL

MongoDB

Analytical thinking

SQL

REST APIs

Browser DevTools

Jira

AI coding assistants

B2B SaaS familiarity

E-commerce platforms

Claude

Cursor

AI productivity tools

Formação académica

Bachelor's degree in Computer Science or Engineering

Ferramentas

Jira

AI tools (Claude/Cursor)

Descrição da oferta de emprego

MerchantSpring is seeking a Technical Support Engineer in Kuala Lumpur to investigate and resolve issues across frontend, backend, APIs, marketplace integrations, and data pipelines, using logs, queries, and browser DevTools.

This frontline role owns tickets end-to-end, triages by impact, and collaborates with product, QA, and engineering to drive permanent fixes and improve runbooks and help-center content.