Technical Support Engineer, Data & API Insights

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 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.