Support Engineer

About the Role

• A U.S.-based SaaS company specializing in enterprise loyalty solutions is looking
• for a Support Engineer to serve as the technical backbone for their global client
• base. This is not a traditional support role. You will act as a reverse Integration
• Architect — diving deep into API logs, multi-step data syncs, and complex
• enterprise tech stacks to ensure the platform connects seamlessly across every
• client environment. If you thrive at the intersection of problem-solving,
• technical depth, and client impact, this role was built for you.
• A U.S.-based SaaS company specializing in enterprise loyalty solutions is looking for a Support Engineer to serve as the technical backbone for their global client base. This is not a traditional support role. You will act as a reverse Integration Architect — diving deep into API logs, multi-step data syncs, and complex enterprise tech stacks to ensure the platform connects seamlessly across every client environment. If you thrive at the intersection of problem-solving, technical depth, and client impact, this role was built for you.

About You

• You are a technically sharp engineer who is equally comfortable reading a JSON
• payload and explaining a broken sync to a non-technical stakeholder. You have
• strong integration instincts, a systematic approach to troubleshooting, and the
• patience to own complex problems from first report to final resolution. You do
• not wait for issues to escalate — you find them first.
• WHAT YOU'LL BE DOING
• Serve as the lead technical resource for troubleshooting deep integrations
• across platforms including Shopify, NetSuite, Salesforce, and Zendesk.
• Own the enterprise escalation queue, diagnosing failures in RESTful APIs,
• webhooks, JSON payloads, and authentication flows such as OAuth and API Keys.
• Investigate data movement issues between the platform and third-party systems,
• identifying root causes at the source, mapping, or destination layer.
• Debug and customize client-facing loyalty widgets and dashboards using HTML,
• CSS, and JavaScript to maintain a seamless user experience.
• Translate complex integration failures into clear bug reports for Engineering
• or actionable guidance for client development teams.
• Use SQL or Python to audit high-volume transaction data and validate that
• rewards and loyalty events trigger accurately across integrated environments.
• Monitor integration health proactively using log management tools, identifying
• errors or latency issues before they affect client operations.
• WHAT WE'RE LOOKING FOR
• A systems thinker who can trace a problem across multiple platforms and pinpoint
• exactly where a data flow breaks down.
• Someone with strong communication skills who can bridge the gap between
• technical teams and enterprise clients without losing precision.
• A self-starter who takes ownership of escalations and drives them to resolution
• with minimal oversight.
• A professional with 3 or more years in Technical Support Engineering,
• Integration Engineering, or a comparable high-touch technical role.
• You are a technically sharp engineer who is equally comfortable reading a JSON payload and explaining a broken sync to a non-technical stakeholder. You have strong integration instincts, a systematic approach to troubleshooting, and the patience to own complex problems from first report to final resolution. You do not wait for issues to escalate — you find them first.
• What You'll Be Doing
• Serve as the lead technical resource for troubleshooting deep integrations across platforms including Shopify, NetSuite, Salesforce, and Zendesk
• Own the enterprise escalation queue, diagnosing failures in RESTful APIs, webhooks, JSON payloads, and authentication flows such as OAuth and API Keys
• Investigate data movement issues between the platform and third-party systems, identifying root causes at the source, mapping, or destination layer
• Debug and customize client-facing loyalty widgets and dashboards using HTML, CSS, and JavaScript to maintain a seamless user experience
• Translate complex integration failures into clear bug reports for Engineering or actionable guidance for client development teams
• Use SQL or Python to audit high-volume transaction data and validate that rewards and loyalty events trigger accurately across integrated environments
• Monitor integration health proactively using log management tools, identifying errors or latency issues before they affect client operations
• What We're Looking For
• A systems thinker who can trace a problem across multiple platforms and pinpoint exactly where a data flow breaks down
• Someone with strong communication skills who can bridge the gap between technical teams and enterprise clients without losing precision
• A self-starter who takes ownership of escalations and drives them to resolution with minimal oversight
• A professional with 3 or more years in Technical Support Engineering, Integration Engineering, or a comparable high-touch technical role

Technical Requirements

• Must-Haves
• 3+ years of experience in Technical Support Engineering or Integration
• Engineering.
• Proven experience troubleshooting complex data flows between SaaS platforms
• such as ERPs, CRMs, and eCommerce engines.
• Expert-level knowledge of RESTful APIs, webhooks, and HTTP protocols.
• Hands-on proficiency in JavaScript, HTML, and CSS for front-end debugging.
• Solid SQL skills for data validation and auditing.
• Proficiency with Postman, Browser DevTools, and log analysis tools such as
• Datadog, Kibana, or Splunk.
• Nice-to-Haves
• Experience with Python or script-based automation for support workflows.
• Familiarity with loyalty, rewards, or subscription-based platform ecosystems.
• Exposure to iPaaS tools such as Zapier, MuleSoft, or Workato.
• Experience working with enterprise clients in a global, remote-first environment.
• Must-Haves
• 3+ years of experience in Technical Support Engineering or Integration Engineering
• Proven experience troubleshooting complex data flows between SaaS platforms such as ERPs, CRMs, and eCommerce engines
• Expert-level knowledge of RESTful APIs, webhooks, and HTTP protocols
• Hands-on proficiency in JavaScript, HTML, and CSS for front-end debugging
• Solid SQL skills for data validation and auditing
• Proficiency with Postman, Browser DevTools, and log analysis tools such as Datadog, Kibana, or Splunk
• Nice-to-Haves
• Experience with Python or script-based automation for support workflows
• Familiarity with loyalty, rewards, or subscription-based platform ecosystems
• Exposure to iPaaS tools such as Zapier, MuleSoft, or Workato
• Experience working with enterprise clients in a global, remote-first environment