Company Overview
CommerceIQ’s AI-powered digital commerce platform is revolutionizing the way brands sell online. Our unified ecommerce management solutions empower brands to make smarter, faster decisions through insights that optimize the digital shelf, increase retail media ROI and fuel incremental sales across the world’s largest marketplaces. With a global network of more than 900 retailers, our end-to-end platform helps 2,200+ of the world’s leading brands streamline marketing, supply chain, and sales operations to profitably grow market share in more than 50 countries. 10 out of the top 12 CPG brands work with us, including Coca-Cola, Nestle, Colgate-Palmolive, and Mondelez. We’ve raised over $200M from some of the top investors including SoftBank, Insight Partners, and Madrona. Learn more at commerceiq.ai.
About the Role
We are looking for a highly motivated Tech Customer Support Intern who is excited about solving customer issues using data, automation, and AI-first approaches. This internship is a unique blend of technical support + analytics + automation, where you will learn real-world customer support operations and apply your SQL/Python/GenAI skills to optimize workflows.
During the internship, you will be trained on the ticket lifecycle, support processes, tools, and best practices, with an opportunity to contribute to AI-driven automation initiatives such as ticket triaging, response drafting, anomaly detection, and workflow optimization.
Key Responsibilities
Customer Support & Technical Troubleshooting
- Assist the support team in investigating and resolving technical product issues raised by customers.
- Understand customer problems and reproduce issues, identify root causes, and propose fixes/workarounds.
- Collaborate with engineering/product teams to escalate and track complex issues.
Ticket Lifecycle & Process Management
- Learn and follow the end-to-end ticket lifecycle: intake → triage → investigation → resolution → closure.
- Maintain proper documentation of troubleshooting steps and resolutions.
- Ensure support SLAs and best practices are followed while managing cases.
Data & Automation Using SQL/Python
- Use SQL to query system/application data for troubleshooting, validation, and customer insights.
- Use Python for data analysis, log parsing, automation, and scripting repetitive tasks.
- Build basic monitoring/analysis scripts to improve issue detection and operational efficiency.
AI & GenAI Enablement (Internship Growth Opportunity)
- Participate in projects to automate support workflows using GenAI/ML.
- Explore use cases such as:
- AI-assisted ticket categorization & priority detection
- Suggested response generation / knowledge-base search
- Pattern detection across recurring tickets
- Automated workflow routing and escalation recommendations
Required Skills & Qualifications
- Currently pursuing B.E./B.Tech / M.E./M.Tech / MCA / BCA / MSc (CS/IT/Data Science) or equivalent.
- Strong foundation in SQL (joins, aggregations, filtering, subqueries).
- Working knowledge of Python (data structures, scripting, file parsing, APIs preferred).
- Exposure to Machine Learning projects at college level (coursework, mini-projects, capstone).
- Familiarity with GenAI / LLMs (prompting, OpenAI tools, LangChain basics, embeddings, etc. is a plus).
- Participation in Hackathons / coding competitions is strongly preferred.
- Good analytical skills, debugging mindset, and structured problem-solving ability.
Good to Have
- Experience with basic cloud concepts or SaaS platforms.
- Familiarity with ticketing tools like Jira / Zendesk / Freshdesk / ServiceNow (not mandatory).
- Knowledge of APIs, logs, JSON, Postman.
- Understanding of ML workflows (data prep, training, evaluation).
Soft Skills
- Strong communication skills (written and verbal).
- Ability to explain technical findings clearly to both technical and non-technical stakeholders.
- Curiosity and willingness to learn fast in a dynamic environment.
- Ownership mindset and ability to work collaboratively.
What You Will Learn
- Real-world customer support operations, ticket management, and escalation workflows.
- Debugging and problem-solving in production-like environments.
- Applying SQL/Python to real customer issues and product analytics.
- Designing AI-first automation solutions to improve support efficiency and customer experience.
Why Join Us
- Work on impactful real-world support and automation problems.
- Get mentorship from experienced support and engineering professionals.
- Opportunity to build and showcase AI/ML-based workflow automation projects.
- Hands-on experience in modern customer support for a tech product environment.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status or any other category prohibited by applicable law.
What We Do
CommerceIQ is the leader in E-commerce Channel Optimization (ECO), the practice of using machine learning, analytics and automations to optimize the e-commerce channel across supply chain, marketing and sales operations to win at the moment of purchase and drive profitable market share growth.
Why Work With Us
CommerceIQ is building innovative products in a hot market, in a pre-IPO company with a bold vision, and with passionate colleagues who are collectively building a company for the long run. We have developed a culture to support our growth and deliver a unique employee experience with market competitive pay and exceptional benefits.
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