Support Engineer

About the Role

• We're looking for a Support Engineer to serve as the technical backbone for enterprise clients at a U.S.-based loyalty rewards platform used by global brands across 50+ countries. You won't just be answering tickets — you'll be the integration expert who ensures the platform connects seamlessly across diverse enterprise tech stacks, from eCommerce and ERPs to CRMs and support suites.
• Think of this role as Integration Architect in reverse: you dive into API logs, troubleshoot multi-step data syncs, and make sure loyalty logic persists across every touchpoint of a client's unique digital ecosystem.

About You

• You have 3+ years in Technical Support Engineering, Integration Engineering, or a similar high-touch technical role, and you've owned complex integration troubleshooting across multiple SaaS platforms simultaneously.
• You have a platform-agnostic mindset — you pick up new API documentation quickly and aren't dependent on knowing one specific tool.
• You enjoy the detective work of figuring out why data isn't moving correctly across four different systems when a client says "it's just not working."
• You translate technical complexity clearly — you can explain a rate limit to a marketing manager and discuss payload structures with a backend developer in the same day.
• You're comfortable working during U.S. and/or Asian business hours.

What You'll Be Doing

• Act as the lead technical resource for troubleshooting deep integrations across platforms including Shopify, NetSuite, Salesforce, Zendesk, and beyond.
• Own the escalation queue for enterprise clients, diagnosing failures in RESTful APIs, webhooks, JSON payloads, and authentication flows (OAuth, API Keys).
• Investigate data flow issues between the platform and third-party systems, identifying whether problems originate in the source, the mapping, or the destination.
• Debug and customize client-facing loyalty widgets and dashboards using HTML, CSS, and JavaScript to ensure a seamless front-end experience.
• Translate complex integration failures into actionable bug reports for the Engineering team and clear technical guidance for client developers.
• Use SQL or Python to audit high-volume transaction data, ensuring rewards and loyalty events trigger accurately across integrated environments.
• Monitor logs proactively using log management tools to identify integration errors or latency issues before they impact client operations.

What We're Looking For

• A "glue" specialist who understands that in modern SaaS, the value lives in the connections between systems — and who genuinely enjoys making disparate platforms work together.
• Strong analytical instincts and comfort operating in ambiguity — you structure the investigation before you start clicking.
• Clear, audience-aware communication: you adjust your technical depth based on who's in the room.
• A proactive, ownership-driven approach — you don't wait for clients to escalate what you could have caught first.

Technical Requirements

Must-Haves

• 3+ years in Technical Support Engineering, Integration Engineering, or a high-touch technical client-facing role.
• Proven experience troubleshooting complex data flows between multiple SaaS platforms (ERPs, CRMs, eCommerce engines).
• Expert-level understanding of RESTful APIs, webhooks, and HTTP protocols.
• Hands-on proficiency in JavaScript, HTML, and CSS for front-end troubleshooting.
• Solid SQL skills for data validation and auditing.
• Expert use of Postman, Browser DevTools, and log analysis tools such as Datadog, Kibana, or Splunk.
• Availability to work during U.S. and/or Asian business hours.

Nice-to-Haves

• Experience with Python or script-based automation for data workflows.
• Familiarity with loyalty, rewards, or engagement platforms.
• Background working with global enterprise clients across multiple time zones.
• Experience in a fast-growing SaaS product company environment.