Short Summary

Skills: Strong technical troubleshooting ability, customer service, excellent communication

Experience: 2-5 years of experience at a SaaS company

Location: Remote (hybrid available for Delhi NCR)

Company website: https://www.sumtracker.com

About the Company

Sumtracker is a leading SaaS solution for inventory management serving e-commerce businesses worldwide. Founded by IIT Delhi alumni Ankit and Kush, the company has a global client base across the US, the UK and Australia.

About the Role

As a Customer Support Engineer at Sumtracker, you’ll help customers solve technical problems, from failed Shopify syncs to API errors. You’ll find out what went wrong, explain the fix in plain language, and work with the Product team on bugs and recurring issues.

Responsibilities

This is a high-ownership individual contributor role

- Support tickets: Be responsible for all support tickets and their resolution
- Support calls: Take customer support calls through Google Meet
- Troubleshoot technical issues: Reproduce bugs and check logs to diagnose integration, setup or usability problems
- Debug integrations: Learn how Sumtracker syncs with Shopify, Amazon, and other marketplaces so you can identify why a sync failed and how to restore it
- Escalate bugs:



Give Engineering clear steps to reproduce the issue and share recurring problems with the Product team
- Support complex setups: Help with customer onboarding when an account needs technical support

Qualifications

- 2–5 years of experience in technical support, support engineering, or a similar customer-facing technical role, ideally at a SaaS company.
- Comfortable reading logs, working with APIs, and learning how software integrations work
- Robust written and verbal communication, with the ability to explain technical issues in plain language.
- Ability to work independently, prioritise tickets, and follow through until issues are resolved.

Work Policy

Remote role. 5-day work week. Hybrid option available. We have the following shifts. You will be assigned a fixed shift.

- 3 pm to 12 am (IST)
- 7 am to 4 pm (IST)

Office location for hybrid work: WeWork Platina Tower, near Sikanderpur metro station, DLF Phase 1, Gurgaon.

Why should you join us?

- Attractive salary with annual increments
- Good leave policy, medical insurance and other perks
- Take on a pivotal role with full ownership, accelerating your career
- Work with customers across the US, UK, Australia, and more
- Solve real problems using AI and modern tools

📌 Customer Support Engineer (Bengaluru)
🏢 Sumtracker
📍 Bengaluru