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Job Description & How to Apply Below
About Go Kwik
GoKwik is a growth operating system for D2C and eCommerce brands, enabling checkout optimisation, RTO reduction, payments, retention, and post-purchase engagement. Powering 12,000+ merchants globally and processing $2B in GMV, GoKwik is backed by RTP Global, Z47, Peak XV, and Think Investments, and is scaling rapidly across India, the UK, Europe, and the US.
Why This Role Matters
Build a strong L2 technical support layer powered by AI agents to handle complex merchant issues
Leverage AI-driven automation to improve support efficiency and reduce manual effort
Act as a bridge between Support and Engineering
Handle complex debugging and issue resolution
Troubleshoot API and integration-related issues
Perform analysis of recurring problems and root causes
Support basic analytics and data-driven insights
Continuously improve merchant experience and support scalability through AI-led solutions
What You'll Own
Handle L2 tickets and escalations from L1 team
Troubleshoot APIs, integrations, webhooks, and runtime issues
Perform deep RCA for recurring problems
Debug using logs, Postman, SQL, and dashboards
Reproduce bugs and collaborate with Engineering for fixes
Act as technical SPOC between Support, Product, and Engineering
Support bug tracking, feature gap identification, and release readiness
Improve first-contact resolution by reducing unnecessary escalations
Who You Are
3–6 years of experience in Technical / Product / Developer Support roles
Good with managing a team of AI and human support agents
Background in development (Node.js / Python / backend systems preferred)
Strong understanding of APIs, webhooks, integrations, and debugging workflows
Hands-on experience with Postman, JIRA, and basic-to-intermediate SQL
Familiarity with Shopify or eCommerce platforms (preferred)
Exposure to payment gateways (Razorpay, etc.) and log monitoring tools
Basic understanding of data analysis / BI tools (Excel, Metabase, etc.)
Strong analytical thinking and problem-solving skills
Comfortable working in a fast-paced, cross-functional, startup environment
Why Go Kwik
At GoKwik, you will work on products that directly impact thousands of online businesses.
This role offers exposure to multiple apps, platforms, and merchant use cases. You will collaborate closely with Product and Engineering teams and build strong technical and stakeholder skills. With a clear growth path into Senior CSE, L2 Specialist, or Product Support roles, this position gives you the opportunity to shape merchant success and influence the next phase of GoKwik's PLG engine
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