Customer Support Engineer-Product

Athos Commerce enables ecommerce and digital marketing teams greater control over how their products are found, merchandised, and sold—on-site and across all digital marketing channels. Our tools span AI-powered search, personalized recommendations, smart merchandising, optimized product data syndication, A/B Testing and marketplace/social commerce performance.

• Calm, customer-first communicator who can explain technical issues in plain language to merchants and partners
• Strong problem-solver who stays structured under pressure (especially during indexing/search incidents)
• Detail-oriented and disciplined about SLAs, case notes, and reproducible issue summaries
• Comfortable saying “out of scope” and routing correctly without creating friction
• Collaborative teammate who escalates early with high-quality context and follows through to closure
• Curious and improvement-minded—spots recurring patterns and turns them into actionable insights

As a Technical Support Engineer – Search and Product Discovery, you’ll own support for Athoscommerce’s core product discovery capabilities: legacy Searchspring, search/indexing, merchandising configuration, recommendations settings, and core API troubleshooting. You’ll help merchants and partners resolve issues quickly, keep cases within SLA, and provide crisp escalations to tech leads when deeper investigation is needed. 

This role is based in India and aligns to North America business hours, including participation in an on-call rotation.

• Triage and resolve incoming core product support cases within SLA, prioritizing incidents and high-impact merchant issues
• Diagnose search and indexing problems (errors, outages, unexpected behavior) using logs/observability, request context, and product tooling
• Support relevance and merchandising configurations (ranking settings, boosts, badges, synonyms) and validate expected outcomes
• Troubleshoot recommendations profile settings and behavior, including debugging inconsistencies and configuration issues
• Investigate and reproduce API issues using Postman/curl and JSON inspection; gather complete evidence for escalation when required
• Identify and correct core data/field mismatches affecting search behavior (e.g., feed field mismatching source data), within the supported “core mapping” boundary
• Support operational requests tied to core product usage (e.g., developer account creation) following established procedures
  Create clear internal notes and case timelines that enable efficient handoff to tech leads and the US escalation team
• Escalate effectively to assigned tech leads with a clean problem statement, steps to reproduce, logs/request examples, and impact assessment
  Surface recurring issues and patterns (top drivers, common failure modes) to improve playbooks and reduce repeat volume
  
  
  

• Experience in technical support for SaaS products (ecommerce strongly preferred), supporting non-technical and semi-technical customers
• Comfort troubleshooting APIs and web requests: HTTP basics, JSON payloads, Postman/curl, and interpreting error responses
• Ability to use logs/observability tools to narrow down root causes and capture relevant evidence for escalation
• Basic scripting ability to support investigation (e.g., small helpers for parsing JSON, validating values, quick checks)
• Familiarity with search/product discovery concepts (indexing, relevance, ranking signals, synonyms, boosts/merch rules) is a strong plus
• Exposure to ecommerce platforms (e.g., Shopify, BigCommerce, Magento, Salesforce Commerce Cloud) is preferred
• Strong written communication and documentation habits (clear summaries, reproducible steps, crisp escalation packets)
• Able to work India-based while covering North America business hours and participating in an on-call rotation- Night shift.