Technical Support Specialist, Client Success

MerchantSpring is a SaaS analytics and reporting company that helps agencies, investors, brands, and vendors manage and scale their performance across a wide range of e-commerce and marketplace channels. We provide a single source of truth for marketplace reporting and help our clients drive growth through data, automation, insights, and expert client support.

As a Technical Support Specialist, you will serve as the bridge between Client Success and Engineering, owning the investigation and management of complex technical issues, data discrepancies, integrations, and platform-related concerns.

You will work closely with frontline Client Success Agents, Relationship Managers, Product, and Engineering teams to ensure issues are accurately diagnosed, properly documented, and efficiently resolved. This role is well suited to someone who enjoys diving deep into platform behavior, connecting technical details to business outcomes, and serving as a trusted point of escalation for advanced support needs.

This role is not a software engineering position but requires strong technical troubleshooting, analytical thinking, and problem-solving capabilities. Your success will be measured by your ability to improve escalation quality, reduce investigation times, increase first-time resolution accuracy, and improve the overall technical support experience for clients.

Responsibilities

Technical Investigations

• Investigate complex platform issues and client-reported discrepancies.
• Perform root-cause analysis across marketplace, platform, and data-related issues.
• Validate bugs before escalation and reproduce reported issues where possible.
• Identify recurring technical problems and patterns.

Escalation Management

• Act as the primary escalation point for advanced support issues.
• Improve the quality and completeness of Jira tickets submitted to Engineering.
• Ensure escalations include clear evidence, reproduction steps, and business impact.
• Track escalated issues through resolution.
• Communicate findings to clients and internal teams.

Technical Enablement

• Provide technical guidance to frontline Client Success Agents and improve internal technical knowledge in the team.
• Develop troubleshooting frameworks and investigation guides.
• Help reduce unnecessary engineering escalations

Cross-Functional Collaboration

• Work closely with Product and Engineering teams.
• Participate in bug triage and technical review discussions where required.
• Provide visibility into recurring technical pain points affecting clients.
• Assist with testing and validation of bug fixes when required.

Process Improvement

• Identify opportunities to improve technical support workflows.
• Contribute to internal technical documentation.
• Assist in creating proactive monitoring and investigation processes.
• Recommend improvements to support tooling and escalation frameworks.

Key Success Metrics

• Investigation Quality: 95%+ escalation acceptance rate by Engineering
• Team Enablement: Measurable reduction in frontline support time spent on technical investigations; creation and maintenance of technical troubleshooting resources.
• Client Experience: Improved technical support CSAT, reduced time-to-resolution for technical issues, improved communication quality throughout investigations

Qualifications

• 3+ years of experience in SaaS technical support, technical customer success, implementation support, or a similar technical client-facing role.
• Hands-on experience troubleshooting integrations, APIs, data issues, or other technical platform problems.
• Comfortable working with Intercom or similar ticketing systems.
• Ability to clearly communicate technical concepts to non-technical audiences.
• Strong written documentation skills for technical support work and great attention to detail.
• Experience within eCommerce, marketplaces, digital commerce, retail media, or SaaS environments
• Standard business hours aligned closely to Melbourne time zones with flexibility to support global client investigations where required.
• Participation in cross-functional meetings with Client Success, Product and Engineering teams.

Preferred Qualifications

• Working knowledge with Jira, SQL, API troubleshooting, data analytics or BI platforms.
• Experience with Amazon Seller Central, Vendor Central, Walmart, Shopify, or similar e-commerce platforms.
• Exposure to software development lifecycles.

Why Join MerchantSpring

•  Play a critical role in helping clients trust and succeed with the MerchantSpring platform.
• Support an international client base as a key contributor in our growing Client Success team.
• Develop your customer success, troubleshooting, platform expertise, and SaaS support skills while building a best-in-class client experience.
• Solve complex problems, influence product improvements, and help build a scalable technical support function.
• Be the voice clients trust. Your work directly shapes how brands, agencies, and sellers succeed on the marketplaces that power their business.
• Fully remote role with standard working hours aligned to your timezone, and flexibility to support global client needs where required.
• Receive regular training, knowledge-sharing, and be part of a team culture that values continuous improvement.