Customer Support Engineer-Product

Who We Are 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. We help brands grow with sharper visibility, higher conversion, and less friction. Backed by PSG Equity and supported by a global team across North America, Europe, and APAC, we are building practical, powerful tools for the next era of commerce. Athos Commerce unites shopper intent and product visibility across every touchpoint. Who You Are 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 What You’ll Do 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. How You Will Succeed 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 What We’re Looking For 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. Benefits and Company Perks ● 24 PTOs in a calendar year ● Company-paid Health Insurance ● Company-paid Short Term and Long Term Disability coverage ● Company-paid Accidental Insurance ● Company-paid Learning & Development (L&D) programmes ● Flexible work environment – work from home, office, or hybrid ● Collaborative and innovation-driven work culture ● Opportunity to work on cutting-edge AI-powered ecommerce technology Athos Commerce is an equal-opportunity employer and proud to foster a workplace free from discrimination and harassment. We strongly believe that diverse backgrounds, experiences, and perspectives are essential in cultivating an inclusive culture and building an innovative, successful organization. All qualified applicants are considered for employment, without regard to age, race, color, religion, sex, national origin, disability, veteran status, sexual orientation, gender identity, or any other protected status. If you require accommodation during the application process, please don't hesitate to contact us.