Technical Support

About the role

We are looking for a proactive Technical Support professional to be the first point of contact for platform issues, ensuring smooth operation for customers and internal teams. The role involves diagnosing, troubleshooting, and resolving a range of technical incidents on our e‑commerce marketplace.

Key responsibilities

• Serve as primary contact for reported platform issues, handling accounts, orders, refunds, checkout, authentication and general usability problems.
• Escalate complex tickets to Engineering and QA following defined procedures and monitor ticket progress to ensure timely closure.
• Identify recurring defects, maintain incident logs, perform root‑cause analysis and provide trend reports to drive platform stability.
• Support testing activities for new features and bug fixes, contributing to defect reduction and reliability improvements.
• Maintain accurate support records, develop user guides, FAQs and knowledge‑base articles, and assist with configuration and access management.
• Collaborate with Software Engineering, QA, Marketplace Operations and Designer teams, participating in incident reviews and improvement initiatives.
• Generate periodic reports on ticket volume, resolution times, escalation trends and SLA performance for leadership visibility.

Required profile

• Bachelor’s degree in Computer Science, IT, Software Engineering or related field.
• 2–4 years of experience in technical support, help desk or application support, preferably for web‑based or e‑commerce platforms.
• Familiarity with ticketing and incident management systems.
• Basic understanding of web applications, APIs, integrations and databases.

Required skills

• Troubleshooting of web applications and user account management.
• Experience with ticketing/incident management tools.
• Knowledge of APIs, integrations and basic database concepts.