Software Integration Support Engineer

We are looking for a Software Integration Support Engineer who loves talking to users just as much as they love looking at code. In this role, you will be the crucial bridge between our customers and our engineering team. You won't just answer support tickets—you will dive into logs, reproduce complex technical issues, write custom scripts, and help developers successfully integrate our platform.

If you have a knack for troubleshooting, strong coding fundamentals, and a passion for helping others succeed, we want to hear from you.

Responsibilities

· Customer Inquiry & Technical Support: Serve as the primary technical contact for incoming customer inquiries, resolving technical issues, system edge cases, and integration troubleshooting.

· Coding & Bug Investigation: Read and trace application code to reproduce reported issues, investigate error logs and stack traces, and write utility scripts or minor patches to resolve problems.

· Developer Guidance: Assist clients and developers with API configurations, data payloads, webhooks, and technical onboarding.

· Escalation & Collaboration: Collect precise diagnostic data and steps to reproduce bugs; document issues clearly for the core development team and assist in verifying fixes.

· Technical Documentation: Author and update developer documentation, code examples, FAQs, and internal troubleshooting guides to help clients self-serve.

Requirement

· Bachelor’s degree in Computer Science, Information Technology or a related discipline

· Min. 4 years’ working experience as an IT support, technical customer support or related field

· Fluent in English, Cantonese, and Mandarin (written and spoken)

· Excellent written and verbal communication skills, with the ability to explain complex technical concepts clearly to both developers and non-technical customers.

· Proven hands-on ability to read, understand, and debug code in production environments, with strong logical thinking and problem-solving skills.

· Solid understanding of e-commerce shopping carts, web application development, RESTful APIs, JSON/XML, webhooks, Node.js and MongoDB.  Online payment API integration is a plus.

· Hands-on experience analyzing system logs, SEO web traffic, and application error traces to isolate root causes efficiently.

· Fast learner with a high passion for exploring software codebases, troubleshooting complex workflows, and automating repetitive tasks.

· Immediate available is highly preferred