Product Support Engineer

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Product Support Engineer

D2C subscriptions platform Gurugram

Full-time Work from Office htmlcssjavascriptshopifycustomer supportchat supportcsat

About Company

We are a subscription management platform built for e-commerce brands on Shopify. Our primary market is the US, with growing presence in Europe and ANZ.

About The Role

You will be required to deliver exceptional customer experiences through chat, email, and Slack. You will resolve product-related queries, troubleshoot technical issues, and ensure high CSAT scores by providing timely, empathetic, and accurate support.

Key Responsibilities

• Resolve product-related queries using chat-based software and manage merchant issues on Slack
• Own Customer Satisfaction (CSAT) by delivering timely, empathetic, and accurate resolutions
• Proactively identify and resolve process issues to improve support efficiency
• Meet quality standards, KPIs, and KRAs consistently across all support channels
• Provide technical troubleshooting and product expertise for Shopify/Company
• Identify trends and report missing documentation to relevant teams
• Address outages or critical issues quickly with timely communication
  
  

Ideal Profile

• Up to 2 years of experience in customer support or a related customer-facing role
• Understanding of JavaScript, HTML, and CSS
• Initiative-focused mindset with a self-driven approach
• Strong problem-solving skills and attention to detail
• Strong communication skills, both written and verbal
• Bachelors degree in a technology-related field
  
  

Good to Have

• Experience in the e-commerce industry
• Exposure to startup environments
  
  

Perks

• Annual leaves
• Free lunch and snacks
• Competitive compensation
  
  

Location & shift timings

• Sector 44, Gurgaon
• US shift (6pm IST-4am IST)
  
  

Note: Please only apply if you comfortable working from office (WFO) in Sector 44, Gurgaon and US Shift timing

Ready to Apply

Submit your application and our team will review it within 48 hours.

Apply Now

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Product Support Engineer

D2C subscriptions platform Gurugram

Full-time Work from Office htmlcssjavascriptshopifycustomer supportchat supportcsat

About The Role

You will be required to deliver exceptional customer experiences through chat, email, and Slack. You will resolve product-related queries, troubleshoot technical issues, and ensure high CSAT scores by providing timely, empathetic, and accurate support.

Key Responsibilities

• Resolve product-related queries using chat-based software and manage merchant issues on Slack
• Own Customer Satisfaction (CSAT) by delivering timely, empathetic, and accurate resolutions
• Proactively identify and resolve process issues to improve support efficiency
• Meet quality standards, KPIs, and KRAs consistently across all support channels
• Provide technical troubleshooting and product expertise for Shopify/Company
• Identify trends and report missing documentation to relevant teams
• Address outages or critical issues quickly with timely communication
  
  

Ideal Profile

• Up to 2 years of experience in customer support or a related customer-facing role
• Understanding of JavaScript, HTML, and CSS
• Initiative-focused mindset with a self-driven approach
• Strong problem-solving skills and attention to detail
• Strong communication skills, both written and verbal
• Bachelors degree in a technology-related field
  
  

Good to Have

• Experience in the e-commerce industry
• Exposure to startup environments
  
  

Perks

• Annual leaves
• Free lunch and snacks
• Competitive compensation
  
  

Location & shift timings

• Sector 44, Gurgaon
• US shift (6pm IST-4am IST)
  
  

Note: Please only apply if you comfortable working from office (WFO) in Sector 44, Gurgaon and US Shift timing

Ready to Apply

Submit your application and our team will review it within 48 hours.

Apply Now