MerchantSpring

IT Support

• Investigate complex platform issues and client-reported discrepancies
• Perform root-cause analysis across marketplace, platform, and data-related issues
• Validate bugs before escalation and reproduce reported issues where possible
• Identify recurring technical problems and patterns
• Act as the primary escalation point for advanced support issues
• Improve the quality and completeness of Jira tickets submitted to Engineering
• Ensure escalations include clear evidence, reproduction steps, and business impact
• Track escalated issues through resolution
• Communicate findings to clients and internal teams
• Provide technical guidance to frontline Client Success Agents
• Develop troubleshooting frameworks and investigation guides
• Help reduce unnecessary engineering escalations
• Work closely with Product and Engineering teams
• Participate in bug triage and technical review discussions where required
• Provide visibility into recurring technical pain points affecting clients
• Assist with testing and validation of bug fixes when required
• Identify opportunities to improve technical support workflows
• Contribute to internal technical documentation
• Assist in creating proactive monitoring and investigation processes
• Recommend improvements to support tooling and escalation frameworks
• Meet success metrics including a 95%+ escalation acceptance rate by Engineering, reduced frontline investigation time, improved technical support CSAT, reduced time-to-resolution, and improved communication quality

Technical Support Specialist, Client Success

Support Engineer

• Investigate and resolve customer-reported issues across the platform, including frontend, backend, APIs, marketplace integrations, and data pipelines.
• Reproduce reported problems in controlled environments and identify root causes using application logs, database queries, and Browser DevTools.
• Own support tickets end-to-end, including reproduction, root-cause identification, independent resolution where possible, and escalation with clear documentation.
• Triage and prioritize incoming tickets based on customer impact, business value, and urgency.
• Act as the bridge to engineering by handing off reproducible cases with context, business impact, and suggested next steps.
• Collaborate with product, QA, and engineering to drive permanent fixes and reduce recurring issues.
• Maintain and improve internal runbooks, support playbooks, and customer-facing help-centre content.
• Write simple scripts and SQL queries to investigate data issues and automate repetitive support tasks.
• Identify patterns in support data and surface product improvement opportunities.

Technical Support Engineer

Sales Development Rep

• Prospect into brands, vendors, and e-commerce leads
• Build targeted, high-quality accounts and contact lists
• Research target leads by identifying personas, buying signals, and relevant outreach triggers
• Write sharp messaging that generates responses and meetings
• Deploy AI tools and automation to improve prospecting efficiency, quality, and outcomes
• Maintain accurate CRM records and prospecting data
• Share learnings and contribute ideas to the wider sales team
• Build the outbound engine for the brands and vendors market with senior leadership and the Account Executive
• Consistently generate 30 qualified meetings per month for the Brands and Vendors Account Executive
• Proactively create opportunities and generate pipeline rather than relying on inbound or warm leads

Technical Support Specialist, Client Success

Technical Support Engineer

Sales Development Representative, Brands and Vendors