Customer Support Engineer

Short Summary

Skills :
Strong technical troubleshooting ability, customer service, excellent communication
Experience : 2-5 years of experience at a SaaS company
Office location :
Gurgaon, at Patina tower, near Sikanderpur metro station, DLF Phase 1
Company website :

About the Company

Sumtracker 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 Role

We 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.

Responsibilities
This is a high-ownership individual contributor role

Troubleshoot & resolve :
Diagnose technical issues customers report - bugs, integration failures, configuration problems, API errors. Reproduce issues, check logs, and identify root causes
Escalate with clarity :
When something is a genuine bug, escalate to engineering with clear reproduction steps so it can be fixed fast
Manage expectations :
Keep customers informed on timelines for fixes and workarounds
Go 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 recover
Document & build knowledge :
Write and update help center articles and FAQs based on recurring issues; maintain internal runbooks for common problems
Support onboarding :
Occasionally get involved in onboarding or implementation for technically complex accounts

Qualifications

Proven Experience : 2-5 years of experience in a technical support, support engineering, or similar customer-facing technical role, ideally at a SaaS company
Technical 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 plus
Excellent Communication :
Exceptional oral and written communication skills, with the ability to explain technical concepts in plain language
Customer-Centric Approach : A genuine passion for helping customers succeed and a strong commitment to providing outstanding service
Ownership-Driven :
Ability to work independently, take initiative, and manage multiple tickets/issues effectively

Why should you join us?

Competitive compensation :
Attractive salary with annual increments
Growth opportunities :
Take on a pivotal role with full ownership, accelerating your career
Global exposure :
Work with customers across the US, UK, Australia, and more
Cutting-edge work :
Solve real problems using AI and modern tools

Work Policy
We are an in-office company with a 5-day work week

Team and Culture
At Sumtracker, we foster a culture that values autonomy, ownership, and transparency.

Process-driven and autonomous:  Well-defined processes that empower you to work independently
Transparency:  Open communication about company progress and individual contributions
Direct access:  Share your thoughts and ideas directly with the founders
Great workspace:  Work from our office at WeWork Platina Tower
Continuous learning:  Enhance your skills with company-sponsored courses