- 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
- 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
- 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)
- Strong 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, etc.)
- Strong analytical thinking and problem-solving skills
- Comfortable working in a fast-paced, cross-functional, startup environment
Skills Required
- 5-8 years of experience in Technical/Product/Developer Support roles
- Experience managing a team of AI and human support agents
- Background in development (Node.js / Python / backend systems)
- Strong 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
- Exposure to payment gateways (e.g., Razorpay) and log monitoring tools
- Basic understanding of data analysis / BI tools (Excel, Metabase)
- Strong analytical thinking and problem-solving skills
- Comfortable working in a fast-paced, cross-functional startup environment
What We Do
GoKwik is a data & technology led enabler, building a full-stack solution suite for eCommerce and D2C brands to help them unlock business growth. Embarked on a mission to democratise the shopping experience, GoKwik enables eCommerce brands to deliver superlative customer experience across the shopping funnel thereby boosting conversion rates and revenue growth. It also solves for other critical pain points of the industry such as COD RTO (Return to Origin) and helps brands manage the RTO problem while offering COD as a payment channel. With its recent addition of a third product: KwikChat, GoKwik is solving for low ROIs on marketing campaigns through 30+ Whatsapp use cases such as abandoned cart recovery, click to whatsapp ad campaigns & headless checkout. 1 in 3 shoppers is already shopping on the GoKwik network that has helped 500+ brands scale their businesses with higher GMV realisation & profit margins. It is helmed by Chirag Taneja (Co-Founder and Chief Executive Officer), Vivek Bajpai (Co-Founder and Chief Technology Officer), and Ankush Talwar (Co-Founder and Chief Data Scientist). GoKwik is backed by investors such as Sequoia Capital, Matrix Partners India, RTP Global & Think Investments. GoKwik's team has deep knowledge in the space of eCommerce with people having previous experience in Flipkart, Razorpay, Swiggy, Myntra, Nykaa, and more.
