Customer Support Engineer

About The Company Sumtracker is a leading inventory management and replenishment software tailored for Shopify and Amazon merchants. Since its inception in 2020, the company has rapidly grown to serve over 2,000 e-commerce brands across more than 50 countries. Sumtracker is a bootstrapped and profitable enterprise committed to delivering a product that genuinely meets customer needs and enhances their operational efficiency. Our small but dynamic team is based in Gurugram, working in-office at Patina Tower near Sikanderpur Metro Station in DLF Phase 1. We pride ourselves on fostering a collaborative environment that values innovation, ownership, and continuous improvement. For more information about our solutions and company vision, visit our website at https://www.sumtracker.com.

About The Role We are seeking a dedicated Customer Support Engineer to join our team, a role that sits at the intersection of technical troubleshooting and customer service. The ideal candidate will possess a strong aptitude for diagnosing technical issues, working with logs, APIs, and integrations to resolve customer problems effectively. This role demands a problem-solver who enjoys unraveling complex issues such as Shopify sync failures, webhook malfunctions, or marketplace integration rate-limit problems. The Customer Support Engineer will serve as the primary point of contact for technical issues faced by our customers, providing clear, jargon-free explanations of solutions and workarounds. Additionally, this role involves close collaboration with our engineering and product teams to escalate genuine bugs, contribute to knowledge bases, and improve overall customer experience. The position offers an excellent opportunity for individuals seeking ownership of their work and a chance to make a tangible impact on our product and customer satisfaction.

Qualifications The ideal candidate will have 2-5 years of experience in a technical support, support engineering, or a similar customer-facing technical role, preferably within a SaaS environment. A strong technical aptitude is essential, with familiarity in reading logs, working with APIs, and understanding product architecture. Hands-on experience with SQL, webhooks, or API integrations will be highly advantageous. Excellent communication skills are required to explain technical concepts in simple terms to customers and internal teams. A customer-centric mindset, coupled with a proactive approach and the ability to work independently, is vital. Candidates should demonstrate ownership of their tasks, the ability to manage multiple issues simultaneously, and a passion for helping customers succeed.

Responsibilities This role involves high ownership and individual contribution, with responsibilities including:

• Diagnosing and resolving technical issues reported by customers, including bugs, integration failures, configuration errors, and API problems. This involves reproducing issues, analyzing logs, and identifying root causes.
• Escalating genuine bugs to the engineering team with detailed reproduction steps to facilitate quick resolution.
• Managing customer expectations by providing timely updates on the status of fixes and workarounds.
• Developing a deep understanding of Sumtracker’s architecture, including reading logs, making API calls, and troubleshooting integrations with platforms like Shopify, Amazon, and other marketplaces.
• Creating and maintaining documentation such as help center articles, FAQs, and internal runbooks to streamline support processes and enhance knowledge sharing.
• Supporting onboarding and implementation processes for complex accounts, ensuring a smooth transition and optimal setup for new customers.

Benefits Joining Sumtracker offers numerous benefits, including a competitive salary with annual increments, ensuring your compensation grows in line with your contributions. You will have opportunities for professional growth through taking on significant responsibilities and ownership of projects. Our global customer base provides exposure to diverse markets such as the US, UK, and Australia, enriching your professional experience. Additionally, you will be engaged in cutting-edge work that leverages AI and modern tools, solving real-world problems and contributing to innovative solutions. We also offer a supportive work environment with a focus on continuous learning through company-sponsored courses, a well-equipped workspace at WeWork Platina Tower, and a culture that promotes autonomy, transparency, and open communication.

Equal Opportunity

Sumtracker is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, religion, gender, age, sexual orientation, disability, or any other protected characteristic. We believe that diverse teams foster innovation and drive success, and we are dedicated to providing equal employment opportunities to all candidates and employees.