About GoKwik

GoKwik is building the growth operating system for D2C and eCommerce brands, enabling businesses to optimise checkout, reduce RTO, power payments, drive retention, and unlock post-purchase engagement. With 15,000+ merchants globally and a growing presence across India, the UK, Europe, and the US, GoKwik is building technology and financial infrastructure that powers the next generation of digital commerce.

Why This Role Matters

As a Customer Success Engineer, you will help GoKwik merchants get the most out of our products by resolving technical issues, supporting product configurations, and ensuring seamless day-to-day operations. You will act as a trusted technical point of contact for enterprise merchants, combining strong troubleshooting skills with a customer-first approach to deliver timely resolutions and a consistently high-quality support experience.

What You’ll Own

• Merchant Technical Support: Serve as the primary point of contact for GoKwik merchants, providing timely and qualified support through email and chat.
• Technical Troubleshooting:



Investigate, diagnose, and resolve merchant-reported technical issues, escalating complex cases to the relevant internal teams when required.
• Product Configuration & Guidance: Assist merchants with product configurations, customisation requests, integrations, and best practices to improve product adoption and usage.
• Cross-Functional Collaboration: Work closely with Engineering, Product, and other internal teams to resolve complex issues and ensure effective outcomes for merchants.
• Ticket & Case Management: Maintain accurate documentation of support tickets, issue descriptions, troubleshooting steps, escalations, and resolutions using Freshdesk and Freshchat.
• SLA & Customer Satisfaction: Meet support SLAs, prioritise cases effectively, and maintain high customer satisfaction through prompt and reliable issue resolution.
• Issue Analysis & Improvement: Identify recurring merchant queries and

📌 Customer Success Engineer (Bengaluru)
🏢 GoKwik
📍 Bengaluru