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Mid-level generalist role in metro with a known brand and broad skillset increases competition.
API, Python and support skills transfer across SaaS and e-commerce industries reasonably well.
Explicit 5+ years plus required API, Python, and eCommerce experience makes filters fairly strict.
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Own active ticket management, including classification, resolution, and weekly reporting to management with a target of 95% SLA adherence and >90% CSAT.
Provide onboarding support and training to customers on platform features and marketplace integrations like PIM/OMS, ensuring smooth data flow.
Collaborate cross-functionally to resolve technical issues, proactively support sale/peak campaigns, contribute product improvement inputs, and develop customer-facing documentation and FAQs.
4-6 years of relevant work experience in software support or technical solution roles.
Engineering or computer science educational background with understanding of cloud architecture and eCommerce.
Basic coding skills, ideally Python, plus familiarity with API usage and Postman tool.
Experience with eCommerce platforms such as Shopify, Mirakl, or Magento is a significant advantage.
Experienced in managing technical customer support tickets with strong accountability for SLA and quality metrics.
Comfortable in fast-paced, hybrid work environments requiring cross-team coordination and proactive issue resolution.
Strong analytical skills with capability to handle technical troubleshooting, including APIs and platform integrations, and to provide effective customer communication.