Technical Support Engineer

TrueLoyal•San Antonio, TX

8h•Onsite

About The Position

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.

Requirements

3+ years in Technical Support Engineering, Integration Engineering, or a similar high-touch technical role.
Proven experience troubleshooting complex data flows between multiple SaaS platforms (ERPs, CRMs, and eCommerce engines).
Expert-level understanding of RESTful APIs, webhooks, and HTTP protocols.
Hands-on proficiency in JavaScript, HTML, and CSS for front-end troubleshooting.
Solid SQL skills for data validation.
Expert use of Postman, Browser DevTools, and log analysis software (e.g., Datadog, Kibana, or Splunk).

Nice To Haves

Experience with Python or script-based automation is a significant plus.
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.

Responsibilities

Act as the lead technical resource for troubleshooting deep integrations across a diverse range of platforms (Shopify, NetSuite, Salesforce, Zendesk, and beyond).
Own the escalation queue for enterprise clients, diagnosing failures in RESTful APIs, Webhooks, JSON payloads, and authentication flows (OAuth, API Keys).
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.
Debug and customize client-facing loyalty widgets or dashboards using HTML, CSS, and JavaScript to ensure a seamless UI/UX.
Translate "broken syncs" and complex technical hurdles into actionable bug reports for the Engineering team or clear guidance for client developers.
Use SQL or Python to audit high-volume transaction data, ensuring rewards and loyalty events trigger accurately across integrated environments.
Use log management tools to identify integration errors or latency issues before they impact the client’s business.