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.
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## Why This Role Matters
As a Customer Success Engineer, you will help GoKwik merchants get the most out of our products by resolving technical issues, supporting product configurations, and ensuring seamless day-to-day operations. You will act as a trusted technical point of contact for enterprise merchants, combining strong troubleshooting skills with a customer-first approach to deliver timely resolutions and a consistently high-quality support experience.
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What You’ll Own

- Merchant Technical Support: Serve as the primary point of contact for GoKwik merchants, providing timely and professional support through email and chat.
- Technical Troubleshooting: Investigate, diagnose, and resolve merchant-reported technical issues, escalating complex cases to the relevant internal teams when required.
- Product Configuration & Guidance: Assist merchants with product configurations, customisation requests, integrations, and best practices to improve product adoption and usage.
- Cross-Functional Collaboration: Work closely with Engineering, Product, and other internal teams to resolve complex issues and ensure effective outcomes for merchants.
- Ticket & Case Management: Maintain accurate documentation of support tickets, issue descriptions, troubleshooting steps, escalations, and resolutions using Freshdesk and Freshchat.
- SLA & Customer Satisfaction: Meet support SLAs, prioritise cases effectively, and maintain high customer satisfaction through prompt and reliable issue resolution.
- Issue Analysis & Improvement: Identify recurring merchant queries and technical issues, analyse patterns, and recommend improvements to product functionality, support documentation, and workflows.
- Customer Communication: Keep merchants informed throughout the resolution process, explaining technical issues and solutions clearly to both technical and non-technical stakeholders.
- Support Operations: Work in a roster-based environment, including weekend support and occasional evening coverage during peak periods.

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Who You Are

- Have at least 2 years of experience in technical support, customer engineering, or a similar role, preferably supporting enterprise clients through email and chat.
- Have strong written and verbal communication skills and the ability to explain technical concepts clearly.
- Are skilled at troubleshooting technical issues, identifying root causes, and driving resolution independently or with cross-functional teams.
- Have experience using ticketing and customer support platforms such as Freshdesk and Freshchat.
- Understand eCommerce workflows and merchant-facing technology products.
- Have familiarity with Shopify, APIs, product integrations, or SaaS-based solutions; these will be an added advantage.
- Are organised, proactive, and capable of managing multiple support cases in a fast-paced environment.
- Demonstrate strong ownership, attention to detail, and a customer-first mindset.
- Are comfortable working in a roster-based support model, including weekends and occasional evenings when required.

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## Why GoKwik
At GoKwik, you will work closely with eCommerce merchants and help solve real-world technical challenges that directly affect their business operations and customer experience. You will gain exposure to a growing commerce technology ecosystem, collaborate with Product and Engineering teams, and contribute to improving both product reliability and merchant satisfaction.