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
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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).
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Systemic Problem Solving: Own the escalation queue for enterprise clients, diagnosing failures in RESTful APIs, webhooks, JSON payloads, and authentication flows (OAuth, API Keys).
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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.
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Front-End Optimization: Debug and customize client-facing loyalty widgets or dashboards using HTML, CSS, and JavaScript to ensure a seamless UI/UX.
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Technical Liaison: Translate "broken syncs" and complex technical hurdles into actionable bug reports for the Engineering team or clear guidance for client developers.
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Data Integrity: Use SQL or Python to audit high-volume transaction data, ensuring rewards and loyalty events trigger accurately across integrated environments.
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Proactive Monitoring: Use log management tools to identify integration errors or latency issues before they impact the client’s business.
Who You Are
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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.
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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.
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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.
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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.
