What You'll Do :

- Act as the first line of technical troubleshooting for Snapmint's merchants and customers.

- Diagnose, replicate, and resolve issues related to integrations (Shopify, WooCommerce, Magento, SFCC, custom APIs, etc.), payments, and reporting.

- Debug API calls, review logs, and provide structured insights to merchants and internal teams.

- Collaborate with Implementation Managers, QA, and Engineering to escalate complex issues and drive timely resolution.

- Document recurring issues, create FAQs/knowledge base articles, and recommend improvements.

- Monitor dashboards/alerts and proactively flag system issues before they impact users.

- Provide guidance to merchants on best practices during setup, testing, and post-launch.

What We're Looking For :

- Experience (1-3 years) in Technical Support, Product Support, or similar roles (fintech, SaaS, or e-commerce integrations a plus).

- Strong knowledge of APIs, REST, JSON, webhooks, and logs debugging.

- Familiarity with e-commerce platforms (Shopify, WooCommerce, Magento, etc.) or fintech/payment systems preferred.

- Ability to write/read SQL queries for troubleshooting data-related issues.

- Excellent problem-solving and communication skills-able to simplify technical details for non-technical stakeholders.

- Customer-first mindset with the ability to handle pressure and prioritize issues.