Technical Support Engineer

What You'll Do

• Customer Support: Monitor our support inbox, respond to customer requests via email, and maintain our inbox zero standard across 50+ major customers.
• Product Improvement: Work with our development and data engineering teams to enhance the platform—fixing bugs, troubleshooting data issues, building support tools, and updating documentation.
• Data Operations: Assist our data engineering team in collecting, matching, and maintaining retail product and pricing data across 1,000+ retailers and 10M+ products.

What You Bring

• Excellent communication skills (written & verbal) in English.
• Experience with project/incident management tools like Jira or HelpScout.
• Strong data entry & spreadsheet skills (Excel, Google Sheets).
• Ability to triage and prioritise incoming requests efficiently.
• Comfort interacting with customers, primarily via email.
• Experience working in a fast-paced environment and liaising with both technical and non-technical stakeholders.

Growth Opportunity

This role can be a stepping stone into a Data Engineer or Customer Success Associate role within 12-18 months.

Eligibility

• Open to candidates already residing in Sydney with full-time working rights for at least the next 12 months.
• Due to high application volume, only candidates meeting these criteria will receive a response.

Mandatory Requirements

• Work Hours: This role requires a strict 6 AM start time, offset by an earlier finish. This is non-negotiable to support key customer SLAs.
• Education: Bachelor’s degree or Diploma in Software Engineering, Software Development, or a related field, or equivalent experience.
• Communication: Strong written English skills with experience writing clear and concise emails in a technical support or similar role.
• Incident & Project Management: Familiarity with tools like Jira and project management methodologies such as Kanban.
• Data Handling:
• Strong MS Excel skills (data entry, lookup functions, basic calculations).
• Experience entering data in Google Sheets or similar, with a keen eye for accuracy.
• Ability to resolve discrepancies and research missing product data from e-commerce sites.
• Autonomy & Learning:
• Comfortable working independently.
• Strong self-learning ability for new tools, technologies, and processes.

Highly Desirable Skills

• SQL & Relational Databases
• ETL Workflows: Experience building and scheduling data workflows (e.g., Alteryx).
• Cloud Platforms: Exposure to Azure, Google Cloud, or AWS.

• Competitive salary with startup perks, in a flexible, remote-friendly environment.
• Join a small but mighty team—highly motivated, intelligent, and diverse—where your contributions will shape how we operate and drive the growth of ShopGrok. You'll have real impact from day one.
• Hybrid work setup. Start your day from home if that suits you, or join us at our comfortable space in The Commons Chippendale. We value face-to-face collaboration and make the most of in-person time while keeping flexibility at the core.