Technical Support Engineer

About GoKwik

GoKwik is a growth operating system for D2C and eCommerce brands, enabling checkout optimisation, RTO reduction, payments, retention, and post-purchase engagement. Powering 12,000+ merchants globally and processing $2B in GMV, GoKwik is backed by RTP Global, Z47, Peak XV, and Think Investments, and is scaling rapidly across India, the UK, Europe, and the US.

Why This Role Matters

• Build a strong L2 technical support layer powered by AI agents to handle complex merchant issues
• Leverage AI-driven automation to improve support efficiency and reduce manual effort
• Act as a bridge between Support and Engineering
• Handle complex debugging and issue resolution
• Troubleshoot API and integration-related issues
• Perform analysis of recurring problems and root causes
• Support basic analytics and data-driven insights
• Continuously improve merchant experience and support scalability through AI-led solutions

What You'll Own

• Handle L2 tickets and escalations from L1 team
• Troubleshoot APIs, integrations, webhooks, and runtime issues
• Perform deep RCA for recurring problems
• Debug using logs, Postman, SQL, and dashboards
• Reproduce bugs and collaborate with Engineering for fixes
• Act as technical SPOC between Support, Product, and Engineering
• Support bug tracking, feature gap identification, and release readiness
• Improve first-contact resolution by reducing unnecessary escalations

Who You Are

• 5-8 years of experience in Technical / Product / Developer Support roles
• Good with managing a team of AI and human support agents
• Background in development (Node.js / Python / backend systems preferred)
• Strong understanding of APIs, webhooks, integrations, and debugging workflows
• Hands-on experience with Postman, JIRA, and basic-to-intermediate SQL
• Familiarity with Shopify or eCommerce platforms (preferred)
• Exposure to payment gateways (Razorpay, etc.) and log monitoring tools
• Basic understanding of data analysis / BI tools (Excel, Metabase, etc.)
• Strong analytical thinking and problem-solving skills
• Comfortable working in a fast-paced, cross-functional, startup environment

Why GoKwik

At GoKwik, you will work on products that directly impact thousands of online businesses. This role offers exposure to multiple apps, platforms, and merchant use cases. You will collaborate closely with Product and Engineering teams and build strong technical and stakeholder skills. With a clear growth path into Senior CSE, L2 Specialist, or Product Support roles, this position gives you the opportunity to shape merchant success and influence the next phase of GoKwik's PLG engine