About the role and who you work for:

Destm Technologies is a retail engineering firm. We build and run systems for retail brands and for retail-technology platforms. This role is a full time Destm position, embedded with one of our partners: a data platform for retail brands.

The partners platform connects a brands commerce, ERP, warehouse, marketing, and finance systems, standardizes the data into one model, and moves it where it needs to go, with an AI layer on top that lets teams ask questions of that data. When an order, an inventory count, or a product record is wrong or late somewhere in that chain, the brand feels it within the hour. You are the first person who finds out why.

You will work day to day with the partners engineering, product, and customer teams, and report into Destm. Destm handles your employment, growth, and pay. The partner sets the daily work.

The role

You sit between the platforms customers and its engineering team. You own an issue from the moment it is reported until it is resolved and written down. Most days that means reading logs and dashboards, querying data, tracing one record through a pipeline, reproducing what the customer saw, and either fixing it yourself or handing engineering a precise, reproducible case.

You do not need to be a software developer. You do need to read logs, query data, navigate a Git repository, and reason about how systems fit together.

What you will do:

- Triage incoming customer and system issues by severity and own each one to closure.
- Find root cause using Grafana dashboards and logs, GCP Cloud Logging, Azure logs, and Argo (workflow runs, deployments, rollouts).
- Query MongoDB to compare what the data actually looks like with what the customer expects. Trace a single order or SKU from source system, through Kafka, to destination.
- Navigate the platforms Git repositories: find the service, the config, the recent commit, and the person who changed it.
- Debug integration failures with third-party commerce, ERP, and marketing platforms: rate limits,



expired auth, rejected payloads, missed webhooks. Read the vendors API docs and reproduce with Postman.
- Write escalations engineering can act on without a follow-up question: steps, environment, record IDs, log excerpts, expected vs actual.
- Re-run or re-trigger syncs and workflows safely, and verify the data landed.
- Use AI tools daily: summarize a long stack trace, draft a customer update, write a query. Know what to trust and what to verify.
- Keep the runbook current. Every recurring issue gets a documented cause and fix.
- Communicate status to customers, the partner team, and Destm. No silence on open tickets.
- Take part in the P1 on-call rotation during US hours.

Must have;

- 25 years in technical, application, production, or L2 support for a SaaS or data product.
- Comfortable reading logs and metrics in at least one observability stack (Grafana/Loki, Datadog, ELK, CloudWatch). We use Grafana.
- Hands-on with at least one cloud consoles logging (GCP, Azure, or AWS). We use GCP and Azure.
- Can query a database to investigate an issue. MongoDB preferred; SQL is a fine starting point.
- Git basics: clone, branch, log, blame, search a repo, read a diff. GitHub or GitLab.
- Solid on HTTP, REST, JSON, and API auth (API keys, OAuth). Comfortable with Postman or curl.
- Writes clearly. Escalations and customer updates are the product of this role.
- US business hours. Not negotiable.

Strong plus;

- Python: read it fluently, write a small script, run a service locally.
- Support experience on integrations or data pipelines: retries, partial syncs, idempotency, reconciling two systems.
- Kafka or any message queue: lag, consumer groups, dead letters.
- Kubernetes basics: pods, logs, restarts. Argo CD or Argo Workflows.
- Prompt engineering: you already use LLMs to speed up debugging and writing, and you know how to get reliable output from them.
- Retail or e-commerce domain: orders, inventory, fulfillment, product catalog.

Nice to have;

- Worked with a commerce or ERP platforms API directly.
- Supported US or European customers.
- Jira or Linear.

📌 Technical Support Engineer (Sahibzada Ajit Singh Nagar)
🏢 Destm Technologies
📍 Sahibzada Ajit Singh Nagar