Technical Support Engineer

MerchantSpring

Technical Support Engineer resolving SaaS analytics and marketplace integration issues for MerchantSpring. Investigating logs, databases, APIs, and data pipelines while partnering with engineering on permanent fixes.

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

Core Competencies

Role fit

Core Competencies

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Demonstrates strong analytical and problem-solving capabilities, with expertise in root-cause investigation and technical support. Proficient in SQL, Node.js, TypeScript, and REST APIs, with a focus on improving customer experience and product quality.

Highest-signal resume keywords

SQL ProficiencyNode.js ExperienceTypeScript ExperienceRoot-Cause InvestigationTechnical Support Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SQLNode.jsTypeScriptReactPostgreSQLMongoDBREST APIsBrowser DevToolsAnalytical SkillsProblem-Solving Skills

Soft Skills

Excellent Communication SkillsTriage and PrioritizationCalm Under Pressure

Tools & Technologies

AWS CloudWatchPostmanCURLJira

Certifications & Qualifications

Bachelor’s Degree in Computer ScienceEngineering Degree

Industry Keywords

Technical SupportSolutions EngineeringB2B SaaSE-commerceMarketplace Platforms

Tech Stack

Tools & technologies

AWSJavaScriptMongoDBNode.jsPostgresReactSQLTypeScript

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

Bachelor’s Degree in Computer Science, Engineering, or a related field (or equivalent experience).
3–6 years of experience in a technical support, solutions engineering, or similar customer-facing technical role.
Experience with Node.js, TypeScript, React, PostgreSQL, and MongoDB or another database system.
Strong analytical and problem-solving skills with a focus on root-cause investigation.
Proficient in SQL and comfortable reading AWS CloudWatch logs.
Comfortable working with REST APIs using Postman/cURL and Browser DevTools, including Network and Console tabs.
Excellent written and verbal communication skills for explaining technical issues to non-technical customers and engineers.
Ability to triage, prioritize, and remain calm under pressure across multiple concurrent tickets.
Experience using Jira or a similar ticketing/support tool.
Ability to leverage AI coding assistants to improve productivity.
Nice to have: experience supporting B2B SaaS, analytics, or data-heavy products.
Nice to have: familiarity with e-commerce or marketplace platforms such as Amazon, Shopify, or WooCommerce and related concepts.
Nice to have: advanced use of AI tools such as Claude or Cursor.

Benefits

Comp & perks

Build our support function from the ground up: you won’t inherit a playbook, you’ll write it. Define the tooling, processes, SLAs, and standards that will guide the team as we scale.
A clear path to own and grow the department. Start as the technical anchor for support, and grow into the leader who shapes hiring, structure, and strategy as the team expands with you.
Create impact role at the intersection of product, customers, and engineering. Your work directly shapes product quality and the customer experience.
Work with a modern tech stack and cloud-native architecture across a global, fast-moving team.
Grow technically and professionally, own the customer experience end-to-end and have visible influence on the product roadmap.