Company Description Updatrr is an AI-first SaaS platform for Shopify that connects online stores to WhatsApp to recover abandoned carts, confirm cash-on-delivery (COD) orders, send order and payment updates, and automate broadcast messages. The product helps merchants achieve measurable results, including around 21% average cart recovery and 60% COD confirmation rates. Most stores are able to go live within 20–30 minutes, offering a fast and straightforward onboarding experience.

Updatrr is focused on providing merchants with reliable, high-impact automation tools that directly improve revenue and customer engagement.

Role Description This is a full-time, on-site Customer Engineer role based in Gurgaon.

The Customer

Engineer will work closely with merchants to help them integrate and configure Updatrr with their Shopify stores, resolve technical issues, and ensure smooth operation of the platform. Daily responsibilities include diagnosing and troubleshooting implementation or performance problems, providing timely technical support via multiple channels, and guiding customers through best practices for using Updatrr’s AI and automation features. The role also involves collaborating with product and engineering teams to relay customer feedback, documenting recurring issues and solutions, and contributing to knowledge base articles and support materials.





The ideal candidate is hands-on, comfortable interacting with customers, and able to translate technical concepts into clear, actionable guidance.

Qualifications

- Strong troubleshooting and technical support skills to diagnose, investigate, and resolve product-related issues efficiently.
- Customer service experience, with the ability to communicate clearly, manage expectations, and build trust with merchants.
- Basic to intermediate networking knowledge, including understanding of APIs, webhooks, and connectivity between SaaS platforms and Shopify.
- Familiarity with cloud computing concepts and SaaS environments, including performance monitoring and reliability considerations.
- Ability to work on-site in Gurgaon and collaborate effectively with cross-functional teams (product, engineering, and sales).
- Strong written and verbal communication skills in English; additional regional languages are a plus.
- Comfort with support and collaboration tools (e.g., ticketing systems, CRM, Slack, documentation platforms).
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience.
- Experience with Shopify, e-commerce platforms, or customer-facing technical roles is an advantage.

📌 Customer Engineer (Gurugram)
🏢 Updatrr
📍 Gurugram