Technical Support Engineer

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

Benefits offered by this job

Career growth path

Leadership opportunities

Impact on product quality

Global, fast-moving team

Job summary

MerchantSpring is seeking a Technical Support Engineer who thrives on deep investigation across logs, queries, and APIs to diagnose what is happening and why. You will handle a wide variety of tickets—from data discrepancies to marketplace integrations and performance questions.

You will sit on the frontline of the platform and partner with our engineering team to drive root-cause fixes into long-term solutions, improving reliability and scale.

Qualifications

• Bachelor's degree in CS, engineering or related field.
• 3-6 years in a technical support or similar role.
• Experience with Node.js, TypeScript, React, PostgreSQL, MongoDB.
• Strong analytical and root-cause investigation skills.
• Proficient in SQL and reading AWS CloudWatch logs.
• Familiar with REST APIs (Postman/cURL) and Browser DevTools.
• Excellent written and verbal communication to non-technical customers and engineers.
• Ability to triage, prioritise, and remain calm under pressure.
• Experience using Jira or similar ticketing tools.
• Ability to leverage AI coding assistants to boost productivity.

Responsibilities

• Investigate and resolve customer-reported issues across frontend, backend, APIs, and data pipelines.
• Reproduce problems in controlled environments and identify root causes via logs and queries.
• Own support tickets end-to-end; reproduce, resolve, or escalate with clear documentation.
• Prioritize tickets based on customer impact, value, and urgency.
• Bridge to engineering: hand off reproducible cases with context and next steps.
• Collaborate with product, QA, and engineering to fix root causes and prevent recurrences.
• Maintain and improve internal runbooks and customer-facing help content.
• Write scripts and SQL queries to investigate data issues and automate tasks.
• Spot patterns in support data to surface product improvement opportunities.

Skills

Node.js

TypeScript

React

PostgreSQL

MongoDB

SQL

REST APIs

Browser DevTools

Jira

AI coding assistants

Education

Bachelor's Degree in Computer Science, Engineering, or related field

Tools

AWS CloudWatch

Postman

cURL

Job description

MerchantSpring is a SaaS analytics and reporting platform that helps agencies, investors, brands, and vendors track and optimize performance across more than 120 e-commerce and marketplace channels, including Amazon, Walmart, and Shopify. Working at the intersection of software, data, and commerce, the team builds tools that help customers make sense of complex performance signals and act on them with confidence.
We're seeking a Technical Support Engineer with strong analytical and problem-solving skills who enjoys digging through logs, queries, and APIs to understand exactly what is happening and why. In this role, you will handle a wide variety of tickets across from data discrepancies and marketplace integration issues to performance, UI, and reporting questions.
You will sit on the frontline of the platform, helping customers navigate technical issues while contributing to a more reliable and scalable product experience. This is a great opportunity for someone who enjoys deep investigation, diagnosing problems across the full stack, and partnering with our engineering team to drive root-cause fixes into long-term solutions.

Requirements

• Investigate and resolve customer-reported issues across the platform: frontend, backend, APIs, marketplace integrations, and data pipelines
• Reproduce reported problems in a controlled environment and identify root causes through application logs, database queries, and Browser DevTools
• Experience owning support tickets end-to-end: reproducing issues, identifying root cause, resolving independently when possible, and escalating with clear documentation
• Triage and prioritize incoming tickets based on customer impact, business value, and urgency
• Act as the bridge to engineering: when escalation is required, hand off reproducible cases with clear context, business impact, and suggested next steps to minimise developer interrupt overhead
• Collaborate with product, QA, and engineering to drive permanent fixes and reduce recurring issues
• Maintain and improve internal runbooks, support playbooks, and customer-facing help-centre content
• Write simple scripts and SQL queries to investigate data issues and automate repetitive support tasks
• Spot patterns in support data and surface product improvement opportunities to the wider team

Qualifications

• Bachelor's Degree in Computer Science, Engineering, or a related field (or equivalent experience)
• 3 - 6 years of experience in a technical support, solutions engineering, or similar customer-facing technical role
• Experience in Node.js, TypeScript, React, PostgreSQL, and MongoDB (or another database systems)
• Strong analytical and problem-solving skills with a natural instinct for root-cause investigation
• Proficient in SQL and comfortable reading AWS CloudWatch logs to diagnose issues
• Comfortable working with REST APIs (Postman/cURL) and Browser DevTools (Network and Console tabs)
• Excellent written and verbal communication to explain technical issues clearly to non-technical customers and to engineers
• Ability to triage, prioritise, 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 like investigating issues and automating repetitive support tasks

Nice to Have

• Experience supporting B2B SaaS, analytics, or other data-heavy products
• Familiarity with e-commerce or marketplace platforms (e.g., Amazon, Shopify, WooCommerce) and concepts such as orders, products, and categories
• Power user of AI tools like Claude, Cursor, or similar to accelerate investigation and documentation

Benefits

• Build our support function from the ground up: you won't inherit a playbook, you'll write it. Define the tooling, processes, SLAs, and standards that will guide the team as we scale
• A clear path to own and grow the department. Start as the technical anchor for support, and grow into the leader who shapes hiring, structure, and strategy as the team expands with you
• Create impact role at the intersection of product, customers, and engineering. Your work directly shapes product quality and the customer experience
• Work with a modern tech stack and cloud-native architecture across a global, fast-moving team
• Grow technically and professionally, own the customer experience end-to-end and have visible influence on the product roadmap