Who You Are
- Calm, customer-first communicator who can explain technical issues in plain language to merchants and partners
- Solid problem-solver who stays structured under pressure (especially during indexing/search incidents)
- Detail-oriented and disciplined about SLAs, case notes, and reproducible issue summaries
- Comfortable saying “out of scope” and routing correctly without creating friction
- Collaborative teammate who escalates early with high-quality context and follows through to closure
- Curious and improvement-minded—spots recurring patterns and turns them into actionable insights

What You’ll Do
As a Technical Support Engineer – Search and Product Discovery, you’ll own support for Athoscommerce’s core product discovery capabilities: legacy Searchspring, search/indexing, merchandising configuration, recommendations settings, and core API troubleshooting. You’ll help merchants and partners resolve issues quickly, keep cases within SLA, and provide crisp escalations to tech leads when deeper investigation is needed.




This role is based in India and aligns to North America business hours, including participation in an on-call rotation.

How You Will Succeed
- Triage and resolve incoming core product support cases within SLA, prioritizing incidents and high-impact merchant issues
- Diagnose search and indexing problems (errors, outages, unexpected behavior) using logs/observability, request context, and product tooling
- Support relevance and merchandising configurations (ranking settings, boosts, badges, synonyms) and validate expected outcomes
- Troubleshoot recommendations profile settings and behavior, including debugging inconsistencies and configuration issues
- Investigate and reproduce API issues using Postman/curl and JSON inspection; gather complete evidence for escalation when required
- Identify and correct core data/field mismatches affecting search behavior (e.g., feed field mismatching source data), within the supported “core mapping” bou

📌 Customer Support Engineer-Product (India)
🏢 Athos Commerce
📍 India