Platform Support Engineer| 60953867270

Position: Platform Support Engineer

Location: PH, SA, LatAm

Work Schedule : Remote: 8a-5p European time zone (CET)

Salary: Market Related

The role 

Our Client helps hundreds of online stores manage the complexity of returns with our industry leading Returns Management Platform. A SaaS that supports merchants and consumers alike through the returns process. 

We’re looking for a talented, technical problem solver to support our customers with their more challenging problems. This role sits between our first-line support and our engineering team. It's about understanding our systems, keeping them running well, and being a clear, reliable point of contact if an issue occurs. We welcome someone who is keen to use AI to work more efficiently — debugging, querying data, or drafting clear updates. 

Responsibilities 

● Triage & investigate — pick up issues escalated by first-line support, reproduce them, and find the root cause in the logs and data. 

● Resolve — apply the fixes within your remit, and escalate to engineering with a clear, reproducible report when a code change is needed. 

● Communicate incidents — keep merchants and colleagues informed while an issue is live, and help write it up afterwards. 

● Liaise with partners — work with carriers, fulfilment providers, and e-commerce platforms when the fault is on their side. 

● Improve — flag recurring issues for a permanent fix, and help keep our runbooks and documentation up to date. 

About you 

● Investigative: You enjoy getting to the bottom of a problem and following the data trail until it makes sense. 

● Clear communicator: Much of the job is keeping people informed, clearly and calmly — especially when the pressure is on. 

● Reliable: You see issues through to resolution and take pride in doing it right. ● Collaborative: You're comfortable working across support, engineering, customers, and partners. 

Skills and Experience 

● Experience in a technical support, operations, or similar role. 

● Familiar with technical topics like APIs, Webhooks, JSON data structures etc.

● Able to read logs and API traffic (status codes, payloads, webhooks) and trace where something broke. 

● Strong written English — you'll write incident updates, bug reports, and documentation every day. 

● A bonus: basic SQL, familiarity with REST/GraphQL APIs or e-commerce and logistics platforms, and an interest in using AI to work more effectively. 

Diversity and Inclusion  

We actively work to build an inclusive environment where everyone can do their best work. If you're excited about this role and our values resonate with you, we'd love to hear from you regardless of your background.