Technical Support Engineer

Trueloyal is looking for a Support Engineer to serve as the technical backbone for our global enterprise clients. In this role, you will be the expert responsible for ensuring Trueloyal connects seamlessly across a vast array of enterprise tech stacks—including eCommerce platforms (e.g., Shopify), ERPs (e.g., NetSuite), CRMs (e.g., Salesforce), and Support suites (e.g., Zendesk), among many others.

You aren’t just answering tickets; you are an Integration Architect in reverse. You will dive into complex API logs, troubleshoot multi-step data syncs, and ensure that loyalty logic persists across every touchpoint of a client’s unique digital ecosystem.

Key Responsibilities

• Master of Integrations: Act as the lead technical resource for troubleshooting deep integrations across a diverse range of platforms (Shopify, NetSuite, Salesforce, Zendesk, and beyond).
• Systemic Problem Solving: Own the escalation queue for enterprise clients, diagnosing failures in RESTful APIs, Webhooks, JSON payloads, and authentication flows (OAuth, API Keys).
• End-to-End Troubleshooting: Investigate why data isn't moving correctly between Trueloyal and third-party systems, identifying whether the issue lies in the source, the mapping, or the destination.
• Front-End Optimization: Debug and customize client-facing loyalty widgets or dashboards using HTML, CSS, and JavaScript to ensure a seamless UI/UX.
• Technical Liaison: Translate "broken syncs" and complex technical hurdles into actionable bug reports for the Engineering team or clear guidance for client developers.
• Data Integrity: Use SQL or Python to audit high-volume transaction data, ensuring rewards and loyalty events trigger accurately across integrated environments.
• Proactive Monitoring: Use log management tools to identify integration errors or latency issues before they impact the client’s business.

Who You Are

• Platform Agnostic: You aren't married to one tool; you have a "standard-based" mindset and can quickly learn the API documentation of any new platform a client introduces.
• The "Glue" Specialist: You understand that in modern SaaS, the value is in the connection. You enjoy the challenge of making disparate systems talk to each other.
• Clear Communicator: You can explain a "race condition" or a "rate limit" to a marketing manager just as easily as you can discuss payload structures with a backend dev.
• Thrives in Ambiguity: You enjoy the "detective work" required when a client says "it's just not working" and there are four different systems involved.

Requirements:
Experience & Skills

• 3+ years in Technical Support Engineering, Integration Engineering, or a similar high-touch technical role.
• Integration DNA: Proven experience troubleshooting complex data flows between multiple SaaS platforms (ERPs, CRMs, and eCommerce engines).
• API Mastery: Expert-level understanding of RESTful APIs, webhooks, and HTTP protocols.
• The Web Stack: Hands-on proficiency in JavaScript, HTML, and CSS for front-end troubleshooting.
• Data Skills: Solid SQL skills for data validation; experience with Python or script-based automation is a significant plus.
• Technical Toolkit: Expert use of Postman, Browser DevTools, and log analysis software (e.g., Datadog, Kibana, or Splunk).
• This role might require working after hours

Benefits:
This role is perfectly suited for a proactive, strategic thinker who excels at building lasting relationships and delivering significant value to customers, ultimately contributing to business success. If you are passionate about customer success and possess the requisite experience and mindset to excel, we encourage you to apply!

• The unique opportunity to work at a Best Places to Work in San Antonio, with customers around the world

• Premier Health Insurance plan with $0 deductible and $0 co-pay
• Dental and vision insurance plans
• Medical and dependent care flexible spending accounts
• Open PTO - we like to keep this simple...making time for life is important!
• 9 paid standard holidays each year in addition to open PTO
• 401(k) savings plan with Employer Matching
• Company-paid Life, AD&D, and Disability coverage
• A collaborative, entrepreneurial learning environment with a proven playbook
• Be part of a high-growth company revolutionizing customer loyalty
• Work with cutting-edge technology and innovative products
• Competitive salary, benefits, and growth opportunities
• Fun work atmosphere

This Job Description indicates the general nature and level of work expected of the incumbent(s). It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent(s) may be asked to perform other duties in addition to those described above.

We are proud to foster a workplace free from discrimination. We strongly believe diversity of experience, perspectives, and background lead to a better environment for our employees and a better experience for our users and our customers. We are an equal opportunity employer and do not discriminate against protected characteristics. We guarantee that all candidates will be given the same consideration.

*No visa sponsorship is available for this position*