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Mid-level, metro-based generalist support role at a recognizable brand attracts many qualified applicants.
Technical API and integration skills are transferable, though eCommerce platform knowledge creates some domain bias.
Explicit 5+ years requirement plus mandatory API, Python and eCommerce experience creates moderate filtering.
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Manage end-to-end technical support for customer queries via ticketing including triage, resolution, and communication.
Guide customer onboarding to the platform and support marketplace integration while ensuring SLA adherence and ticket reduction targets.
Collaborate cross-functionally and deliver weekly customer support status reports, product improvement feedback, and monthly FAQs to enhance customer satisfaction.
4-6 years work experience in a similar technical support or software support role.
Engineering or computer science degree background with basic coding skills, preferably Python, and understanding of cloud architecture, data flows, and APIs.
Experience with eCommerce platforms like Shopify, Mirakl, or Magento is a strong advantage.
Work model: Hybrid (3 days/week) based in Pune; Must have excellent written and oral communication skills.
Experienced in technical support roles involving ticket management and SLA fulfillment with measurable success in reducing support tickets and achieving >90% CSAT.
Strong technical aptitude in cloud-based eCommerce systems, with hands-on experience in API testing (using Postman) and integration.
Comfortable working in a fast-paced environment requiring proactive problem-solving and cross-team coordination across product, development, and finance.