Customer Success Engineer

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 EngineerAbout GoKwik GoKwik is India's leading D2C Commerce Growth Platform, helping 15,000+ brands acquire, convert, engage, and retain shoppers. Powered by a network of 200M+ shoppers, 500M+ checkouts, and 1.5B+ customer conversations, we're building the operating system for commerce growth. Why This Role Matters We are looking for a Customer Success Engineer to provide technical support to GoKwik merchants and ensure the effective functioning and adoption of our products. The role involves handling merchant queries through email and chat, troubleshooting technical issues, supporting product configurations and integrations, and coordinating with internal teams to ensure timely resolution. What You’ll Own • Merchant Technical Support: Provide technical support to GoKwik merchants through email and chat, ensuring timely and professional responses. • Technical Troubleshooting: Investigate and resolve technical issues reported by merchants, identify root causes, and escalate complex cases to the relevant teams. • Product Configuration and Integrations: Assist merchants with product configurations, customisation requests, integrations, and usage-related queries. • Cross-Functional Collaboration: Work with Product, Engineering, and other internal teams to resolve technical issues and improve merchant outcomes. • Ticket and Case Management: Maintain accurate records of support tickets, troubleshooting steps, escalations, and resolutions using tools such as Freshdesk and Freshchat. • SLA and Customer Satisfaction: Prioritise support requests, meet resolution timelines, and maintain high customer satisfaction. • Issue Analysis and Process Improvement: Identify recurring technical issues and merchant queries, analyse patterns, and recommend improvements to product functionality, documentation, and support processes. • Merchant Communication: Communicate technical issues and resolutions clearly to technical and non-technical stakeholders, keeping merchants informed throughout the resolution process. • Support Operations: Work in a roster-based environment, including weekend support and occasional evening coverage during peak periods. Who You Are • Have at least 2 years of experience in technical support, customer engineering, or a similar customer-facing technical role. • Have experience supporting enterprise clients through email, chat, or ticketing systems. • Possess strong written and verbal communication skills, with the ability to explain technical concepts clearly. • Have strong troubleshooting and problem-solving skills, with the ability to identify root causes and drive issues to resolution. • Have experience using customer support platforms such as Freshdesk or Freshchat. • Understand eCommerce workflows and merchant-facing technology products. • Have familiarity with Shopify, APIs, product integrations, or SaaS-based solutions; this will be an added advantage. • Are organised, detail-oriented, and comfortable managing multiple support cases in a fast-paced environment. • Demonstrate accountability, ownership, and a customer-focused approach. • Are comfortable working in a roster-based support model, including weekends and occasional evenings as required. Why GoKwik At GoKwik, you will work with eCommerce merchants to resolve technical challenges that directly impact their business operations and customer experience. You will collaborate with Product and Engineering teams, gain exposure to commerce technology, and contribute to improving product reliability, support processes, and merchant satisfaction. • Department: Customer Engineering Experience: 2-5 Years