Technical Support Specialist, Client Success

MerchantSpring

Technical Support Specialist investigating complex SaaS platform, integration, and data issues for MerchantSpring’s e-commerce analytics clients. Managing engineering escalations and improving technical support processes.

Posted 8/10/2026full-timeKuala Lumpur • 🇲🇾 MalaysiaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in troubleshooting complex platform issues and providing technical support in SaaS environments, with a strong focus on client communication and documentation. Capable of developing frameworks for investigation and improving support workflows to enhance client satisfaction and operational efficiency.

Highest-signal resume keywords

SaaS Technical SupportAPI TroubleshootingJiraData AnalyticsTechnical Documentation

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Troubleshooting IntegrationsData IssuesTechnical Platform ProblemsRoot-Cause AnalysisBug ValidationTechnical GuidanceTesting and ValidationProactive MonitoringEscalation FrameworksTechnical Support Work

Soft Skills

Clear CommunicationAttention to Detail

Tools & Technologies

IntercomJiraSQLBI Platforms

Industry Keywords

ECommerceMarketplacesDigital CommerceRetail MediaClient Success

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

3+ years of experience in SaaS technical support, technical customer success, implementation support, or a similar technical client-facing role
Hands-on experience troubleshooting integrations, APIs, data issues, or other technical platform problems
Comfortable working with Intercom or similar ticketing systems
Ability to clearly communicate technical concepts to non-technical audiences
Strong written documentation skills for technical support work and great attention to detail
Experience within eCommerce, marketplaces, digital commerce, retail media, or SaaS environments
Standard business hours aligned closely to Melbourne time zones, with flexibility to support global client investigations where required
Participation in cross-functional meetings with Client Success, Product, and Engineering teams
Preferred: Working knowledge of Jira, SQL, API troubleshooting, data analytics, or BI platforms
Preferred: Experience with Amazon Seller Central, Vendor Central, Walmart, Shopify, or similar e-commerce platforms
Preferred: Exposure to software development lifecycles

Benefits

Comp & perks

Fully remote role with standard working hours aligned to your timezone
Flexibility to support global client needs where required
Regular training and knowledge-sharing
Team culture that values continuous improvement
Opportunity to develop customer success, troubleshooting, platform expertise, and SaaS support skills
Opportunity to solve complex problems and influence product improvements
Opportunity to help build a scalable technical support function