Short Summary

Skills : Strong technical troubleshooting ability, customer service, excellent communication
Experience : 2-5 years of experience at a SaaS company
Office location : Gurgaon, at Patina tower, near Sikanderpur metro station, DLF Phase 1
Company website :

About the Company

Sumtracker is inventory management and replenishment software for Shopify and Amazon merchants, powering 2,000+ e-commerce brands across 50+ countries. Founded in 2020, we're bootstrapped and profitable. We’ve built a product our customers genuinely love. We're a small, rapid-growing team based in Gurugram, working in-office, and looking for people who want real ownership over their work.

About the Role

We are looking for a Customer Support Engineer who sits at the intersection of technical troubleshooting and customer service - someone who can dig into logs, APIs and integrations to actually solve a customer's problem, not just log a ticket.

This is a role for someone who enjoys the puzzle of figuring out why something broke - whether it's a Shopify sync failure, a webhook that didn't fire,



or a rate-limit issue with a marketplace integration - and can explain the fix to a customer in plain, non-jargon language.

You'll work closely with engineering and product to escalate genuine bugs, and you'll be the voice of the customer internally, flagging patterns before they become bigger problems.

Responsibilities
This is a high-ownership individual contributor role
- Troubleshoot & resolve : Diagnose technical issues customers report - bugs, integration failures, configuration problems, API errors. Reproduce issues, check logs, and identify root causes
- Escalate with clarity : When something is a genuine bug, escalate to engineering with clear reproduction steps so it can be fixed fast
- Manage expectations : Keep customers informed on timelines for fixes and workarounds
- Go deep on integrations : Understand Sumtracker's architecture well enough to debug beyond surface-level - readi

📌 Customer Support Engineer (India)
🏢 Sumtracker
📍 India