Customer Support Engineer

Short SummarySkills: Strong technical troubleshooting ability, customer service, excellent communicationExperience: 2-5 years of experience at a SaaS companyOffice location: Gurgaon, at Patina tower, near Sikanderpur metro station, DLF Phase 1Company website: https://www.sumtracker.comAbout the CompanySumtracker is inventory management and replenishment software for Shopify and Amazon merchants, powering 2,000+ e-commerce brands across 50+ countries. Founded in 2020, we're bootstrapped and profitable. We’ve built a product our customers genuinely love. We're a small, fast-growing team based in Gurugram, working in-office, and looking for people who want real ownership over their work.About the RoleWe are looking for a Customer Support Engineer who sits at the intersection of technical troubleshooting and customer service - someone who can dig into logs, APIs and integrations to actually solve a customer's problem, not just log a ticket.This is a role for someone who enjoys the puzzle of figuring out why something broke - whether it's a Shopify sync failure, a webhook that didn't fire, or a rate-limit issue with a marketplace integration - and can explain the fix to a customer in plain, non-jargon language.You'll work closely with engineering and product to escalate genuine bugs, and you'll be the voice of the customer internally, flagging patterns before they become bigger problems.ResponsibilitiesThis is a high-ownership individual contributor roleTroubleshoot & resolve: Diagnose technical issues customers report - bugs, integration failures, configuration problems, API errors. Reproduce issues, check logs, and identify root causesEscalate with clarity: When something is a genuine bug, escalate to engineering with clear reproduction steps so it can be fixed fastManage expectations: Keep customers informed on timelines for fixes and workaroundsGo deep on integrations: Understand Sumtracker's architecture well enough to debug beyond surface-level - reading logs, making light SQL/API calls, and understanding how integrations like Shopify, Amazon and other marketplaces sync, fail, and recoverDocument & build knowledge: Write and update help center articles and FAQs based on recurring issues; maintain internal runbooks for common problemsSupport onboarding: Occasionally get involved in onboarding or implementation for technically complex accountsQualificationsProven Experience: 2-5 years of experience in a technical support, support engineering, or similar customer-facing technical role, ideally at a SaaS companyTechnical Aptitude: Comfortable reading logs, working with APIs, and picking up enough of a product's architecture to debug real issues - prior hands-on exposure to SQL, APIs, or webhooks is a strong plusExcellent Communication: Exceptional oral and written communication skills, with the ability to explain technical concepts in plain languageCustomer-Centric Approach: A genuine passion for helping customers succeed and a strong commitment to providing outstanding serviceOwnership-Driven: Ability to work independently, take initiative, and manage multiple tickets/issues effectivelyWhy should you join us?Competitive compensation: Attractive salary with annual incrementsGrowth opportunities: Take on a pivotal role with full ownership, accelerating your careerGlobal exposure: Work with customers across the US, UK, Australia, and moreCutting-edge work: Solve real problems using AI and modern toolsWork PolicyWe are an in-office company with a 5-day work weekTeam and CultureAt Sumtracker, we foster a culture that values autonomy, ownership, and transparency.Process-driven and autonomous: Well-defined processes that empower you to work independentlyTransparency: Open communication about company progress and individual contributionsDirect access: Share your thoughts and ideas directly with the foundersGreat workspace: Work from our office at WeWork Platina TowerContinuous learning: Enhance your skills with company-sponsored courses