Total 3 job vacancies by MerchantSpring

We are looking for a sharp and resourceful Support Engineer with 3 - 6 years of experience to join our team in Kuala Lumpur. You will sit at the frontline of our analytics platform investigating customer-reported issues, diagnosing problems across the full stack, and partnering with our engineering team to drive root-cause fixes. This role is ideal for someone with strong analytical and problem-solving skills who enjoys digging through logs, queries, and APIs to understand exactly what is happening and why.

You will handle a wide variety of tickets across the app, from data discrepancies and marketplace integration issues to performance, UI, and reporting questions. You will own each ticket end-to-end: reproduce the issue, identify the root cause, resolve what you can independently, and engage the development team with a clear, well-documented case when escalation is required. The goal isn’t just to close tickets — it’s to ensure each issue is solved once and feeds back into a more reliable product.

• Investigate and resolve customer-reported issues across the platform: frontend, backend, APIs, marketplace integrations, and data pipelines.
• Reproduce reported problems in a controlled environment and identify root causes through application logs, database queries, and Browser DevTools.
• Triage and prioritize incoming tickets based on customer impact, business value, and urgency.
• Act as the bridge to engineering: when escalation is required, hand off reproducible cases with clear context, business impact, and suggested next steps to minimise developer interrupt overhead.
• Collaborate with product, QA, and engineering to drive permanent fixes and reduce recurring issues.
• Maintain and improve internal runbooks, support playbooks, and customer-facing help-centre content.
• Write simple scripts and SQL queries to investigate data issues and automate repetitive support tasks.
• Spot patterns in support data and surface product improvement opportunities to the wider team.

Qualifications

• Bachelor’s Degree in Computer Science, Engineering, or a related field (or equivalent experience).
• 3 - 6 years of experience in a technical support, solutions engineering, or similar customer-facing technical role.
• Experience in NodeJs, Typescript, React, PostgreSQL, MongoDB.
• Strong analytical and problem-solving skills with a natural instinct for root-cause investigation.
• Proficient in SQL and comfortable reading AWS Cloudwatch logs to diagnose issues.
• Comfortable working with REST APIs (Postman/cURL) and Browser DevTools (Network and Console tabs).
• Excellent written and verbal communication to explain technical issues clearly to non-technical customers and to engineers.
• Ability to triage, prioritise, and stay calm under pressure across multiple concurrent tickets.
• Ability to leverage AI coding assistants to boost overall productivity.

Nice to Have

• Experience supporting B2B SaaS, analytics, or other data-heavy products.
• Familiarity with e-commerce or marketplace platforms (e.g., Amazon, Shopify, WooCommerce) and concepts such as orders, products, and categories.
• Power user of AI tools like Claude, Cursor, or similar to accelerate investigation and documentation.

• Build our support function from the ground up: you won’t inherit a playbook, you’ll write it. Define the tooling, processes, SLAs, and standards that will guide the team as we scale.
• A clear path to own and grow the department. Start as the technical anchor for support, and grow into the leader who shapes hiring, structure, and strategy as the team expands with you.
• Create impact role at the intersection of product, customers, and engineering. Your work directly shapes product quality and the customer experience.
• Work with a modern tech stack and cloud-native architecture across a global, fast-moving team.
• Grow technically and professionally, own the customer experience end-to-end and have visible influence on the product roadmap.

MerchantSpring is launching a new commercial division focused on its API offering. We are looking for a Technical Account Executive to bridge the gap between the technology and sales teams.

In the early stages, you will be the main commercial owner for API opportunities. This involves leading customers through technical discovery, solution scoping, demos, qualification, proposals, and customer handover. Working closely with leadership, product, engineering, and customer-facing teams, you will turn API demand into a well-oiled sales funnel.

Along the way, you will play a key role in winning early customers, refining the go-to-market approach, and establishing the internal playbook. As the business grows, there will be pathways into leadership, mentoring future hires, and shaping the operating model for the team.

The day-to-day in this role looks like identifying relevant leads, opening the conversation, understanding the client’s use case, shaping the end-solution, and ultimately, closing the deal. This role is ideal for someone who enjoys combining technical problem-solving with proactively driving revenue generation versus a traditional pre-sales or engineering role.

Your responsibilities are to:

• Own or co-own API opportunities from qualification through close.
• Identify and prospect accounts where MerchantSpring’s API offers commercial value.
• Generate pipeline through research, direct outreach, partner mapping, and prospecting.
• Lead discovery calls to understand customer workflows, technical requirements, and business objectives.
• Engage commercial, product, data, and engineering stakeholders in the sales process.
• Demonstrate MerchantSpring's API capabilities, use cases, constraints, and implementation paths.
• Shape solution designs that connect customer needs to practical API usage.
• Create sales assets, such as FAQs, solution notes, demo flows, use cases, and internal playbooks.
• Work with product and engineering to validate feasibility and capture market feedback.
• Build repeatable sales funnel and SOPs for the Commercial API division.
• Support future team growth as the function scales.

Qualifications

• Experience as a Solutions or Sales Engineer, Consultant, Technical Account Executive, API Partnerships, Technical Business Development, or held a similar role.
• A strong grasp of APIs, integrations, data flows, authentication, and technical discovery.
• Able to understand how APIs are used, how technical buyers think, and how to translate a customer use case into a clear commercial path.
• Sold, scoped, or advised on technical products, such as APIs, data platforms, SaaS integrations, analytics tools, e-commerce technology, or developer-facing products.
• A commercial mindset with a track record of influencing or owning revenue outcomes.
• Communicate effectively with technical stakeholders and commercial decision makers.
• Strong written communication and documentation habits.
• Comfortable operating in ambiguity and helping building processes from the ground up.
• A self-starter with a proactive approach to prospecting and opportunity creation.
• Hungry to learn, and led by curiosity to ask sharp questions. 

• Scale the Commercial API division from the ground up and own revenue outcomes.
• Shape the go-to-market strategy for MerchantSpring's API product.
• Clear pathway into leadership opportunities as the division scales.
• Collaborate cross-functionally to drive impact across the business.
• Join an international team with clients across the Americas, Europe, and APAC.
• Work from a modern co-working space in our Kuala Lumpur office on a hybrid basis.
• Competitive salary package and performance-based incentives.
• Opportunities for travel across the globe.

MerchantSpring is a fast-growing global SaaS platform that helps ecommerce agencies, brands and software partners manage, analyse, and grow their marketplace presence across Amazon, Walmart, and beyond. Our technology partners are a critical growth engine - they extend our platform's value and open doors to new customers around the world.

We're looking for a commercially sharp, relationship-first Executive to own and grow our portfolio of technology partnerships across global markets. These span the ad-tech, retail media, and data intelligence verticals - including partners like algorithmic bidding tools, data connectors, and analytics suites. Beyond managing relationships, you'll be identifying where the biggest mutual growth opportunities lie and making them happen.

This role sits within the Partnerships Team, and you’ll work closely with Product and Customer Success teams to optimise partner engagement, maximise user onboarding, and minimise client churn. This role is ideal for someone who thrives in a collaborative, fast-paced environment and is passionate about building long-term partnerships.

• Assist in developing new technology partnership opportunities globally, from prospecting and onboarding new technology partners, to deepening engagement and managing long-term health.
• Manage and strengthen relationships with existing integration partners, ensuring mutual growth and satisfaction.
• Lead user adoption through integration partners, collaborating closely on joint onboarding flows and ensuring new organisations are activated quickly and successfully.
• Collaborate with integration partners to onboard new users, providing training and support throughout the process.
• Develop and maintain onboarding materials, best practice guides, and support resources tailored for integration partners.
• Support the partners' sales teams with enablement activities, from pitches, demos and RFP’s.
• Collaborate with Product and Customer Success teams to address partner feedback and continuously improve the integration experience.
• Monitor partner health and proactively address risks, whether that's adoption gaps, technical friction, or relationship drift.
• Identify opportunities to deepen engagement and expand partnership value.

How Success Is Measured

• Onboard 5+ new organisations per integration partner per month.
• Maintain integration partner client churn at 1% or below.
• Partner pipeline contribution and MRR attributed to technology partner activity.

Qualifications

• 3 to 5 years of experience in partnerships, account management, customer success, or a related role ideally within SaaS, technology, e-commerce, ad-tech, or a startup environment.
• Experience in managing stakeholders across multiple geographies and time zones, such as partners headquartered in Melbourne, New York, London, or Tokyo.
• A track record of working with international clients and stakeholders. Comfort navigating cultural nuance, adapting communication styles, and building credibility with people you may rarely meet in person.
• Strong relationship management and communication skills, with a consultative and commercially minded approach.
• A strong grasp of the e-commerce technology landscape is a highly preferred.
• Proficiency in HubSpot and familiarity with integration or partner management platforms.
• Comfort with AI tools to work faster and more efficiently.
• A self-starter who can set priorities, manage competing demands, and operate with a high degree of autonomy in a fast-moving, dynamic environment.

Why Join MerchantSpring?

• Take full ownership of a high-impact partner channel. You'll see the results of your work directly in user growth, revenue, and the health of partnerships.
• Work closely with company founders and senior leaders in a collaborative structure where your voice carries weight and good ideas move fast.
• Join a globally ambitious SaaS company with clients and partners across the US, Europe, Australia, and Asia - the kind of company where your work touches multiple markets from day one.
• Flexible hybrid working from KL, with real opportunities to travel internationally - past team trips have taken us to Europe, the US, Japan, and more.