Technical Support Engineer - Troubleshooting

<p><p><b>Description :</b><br/><br/></p><p>- Act as the first line of technical troubleshooting for Snapmint's merchants and customers.<br/><br/>- Diagnose, replicate, and resolve issues related to integrations (Shopify, WooCommerce, Magento, SFCC, custom APIs, etc.), payments, and reporting.<br/><br/>- Debug API calls, review logs, and provide structured insights to merchants and internal teams.<br/><br/>- Collaborate with Implementation Managers, QA, and Engineering to escalate complex issues and drive timely resolution.<br/><br/>- Document recurring issues, create FAQs/knowledge base articles, and recommend improvements.<br/><br/>- Monitor dashboards/alerts and proactively flag system issues before they impact users.<br/><br/>- Provide guidance to merchants on best practices during setup, testing, and post-launch.<br/><br/><b>What We're Looking For :</b><br/><br/></p><p>- Experience (1-3 years) in Technical Support, Product Support, or similar roles (fintech, SaaS, or e-commerce integrations a plus).<br/><br/>- Strong knowledge of APIs, REST, JSON, webhooks, and logs debugging.<br/><br/>- Familiarity with e-commerce platforms (Shopify, WooCommerce, Magento, etc.) or fintech/payment systems preferred.<br/><br/>- Ability to write/read SQL queries for troubleshooting data-related issues.<br/><br/>- Excellent problem-solving and communication skills-able to simplify technical details for non-technical stakeholders.<br/><br/>- Customer-first mindset with the ability to handle pressure and prioritize issues</p><br/></p> (ref:hirist.tech)