About GoKwik
GoKwik is a growth operating system for D2C and eCommerce brands, enabling checkout optimisation, RTO reduction, payments, retention, and post-purchase engagement. Powering 12,000+ merchants globally and processing ~$2B in GMV, GoKwik is backed by RTP Global, Z47, Peak XV, and Think Investments, and is scaling rapidly across India, the UK, Europe, and the US.

Why This Role Matters
• Build a strong L2 technical support layer powered by AI agents to handle complex merchant issues
• Leverage AI-driven automation to improve support efficiency and reduce manual effort
• Act as a bridge between Support and Engineering
• Handle complex debugging and issue resolution
• Troubleshoot API and integration-related issues
• Perform analysis of recurring problems and root causes
• Support basic analytics and data-driven insights
• Continuously improve merchant experience and support scalability through AI-led solutions

What You’ll Own
• Handle L2 tickets and escalations from L1 team
• Troubleshoot APIs, integrations, webhooks, and runtime issues




• Perform deep RCA for recurring problems
• Debug using logs, Postman, SQL, and dashboards
• Reproduce bugs and collaborate with Engineering for fixes
• Act as technical SPOC between Support, Product, and Engineering
• Support bug tracking, feature gap identification, and release readiness
• Improve first-contact resolution by reducing unnecessary escalations

Who You Are
• 5-8 years of experience in Technical / Product / Developer Support roles
• Good with managing a team of AI and human support agents
• Background in development (Node.js / Python / backend systems preferred)
• Robust understanding of APIs, webhooks, integrations, and debugging workflows
• Hands-on experience with Postman, JIRA, and basic-to-intermediate SQL
• Familiarity with Shopify or eCommerce platforms (preferred)
• Exposure to payment gateways (Razorpay, etc.) and log monitoring tools
• Basic understanding of data analysis / BI tools (Excel, Metabase,

📌 Technical Support Engineer (Bengaluru)
🏢 GoKwik
📍 Bengaluru