GoKwik
Website:
gokwik.co
Job details:
About GoKwik
GoKwik is a growth operating system for D2C and eCommerce brands, enabling checkout optimisation, RTO reduction, payments, retention, and post-purchase engagement. Powering 12,000+ merchants globally and processing ~$2B in GMV, GoKwik is backed by RTP Global, Z47, Peak XV, and Think Investments, and is scaling rapidly across India, the UK, Europe, and the US.
Why This Role Matters
Merchant experience is critical to GoKwik’s growth. This role will build a strong L2 support layer powered by AI-led automation, helping improve issue resolution speed, reduce manual effort, and strengthen collaboration between Support and Engineering. By resolving complex technical issues and driving root-cause analysis, this role directly impacts merchant success and platform reliability.
What You’ll Own
- Handle L2 tickets and escalations from the L1 support team
- Troubleshoot APIs, integrations, webhooks, and runtime issues
- Perform deep root-cause analysis for recurring problems
- Debug issues using logs, Postman, SQL, and dashboards
- Reproduce bugs and collaborate with Engineering teams for resolution
- Act as technical SPOC between Support, Product, and Engineering teams
- Support bug tracking, feature gap identification, and release readiness
- Improve first-contact resolution and reduce unnecessary escalations
- Leverage AI-driven automation to improve support efficiency and scalability
Who You Are
- 3–6 years of experience in Technical Support, Product Support, or Developer Support roles
- Background in development with exposure to Node.js, Python, or backend systems
- Strong understanding of APIs, webhooks, integrations, and debugging workflows
- Hands-on experience with Postman, JIRA, and basic-to-intermediate SQL
- Familiarity with Shopify or eCommerce platforms is preferred
- Exposure to payment gateways and log monitoring tools
- Basic understanding of analytics or BI tools such as Excel or Metabase
- Strong analytical thinking and problem-solving skills
- Comfortable working in fast-paced, cross-functional startup environments
Why GoKwik
At GoKwik, you’ll work on products that directly impact thousands of online businesses and merchants.
This role offers exposure to multiple platforms, integrations, and merchant use cases while working closely with Product and Engineering teams. You’ll build strong technical and stakeholder management skills with a clear growth path into Senior Support, L2 Specialist, or Product Support roles.
Click on Apply to know more.