Customer Success Engineer

About GoKwik

GoKwik is a growth operating system empowering D2C and eCommerce brands across the funnel—from optimising checkout and reducing RTOs to driving stronger retention and post-purchase engagement. Today, we serve 15,000+ merchants, enable $2B+ in GMV annually, and are scaling rapidly across India, the UK, Europe, and the US. Backed by RTP Global, Z47, Peak XV, and Think Investments—with $13M raised in June 2025 (total funding: $68M)—we are building AI-led products that scale through product-led growth.

Why This Role Matters

Merchant experience is critical to the success of GoKwik’s House of Apps ecosystem. This role ensures that merchants receive fast, accurate, and reliable technical support across all Shopify and platform apps. As Customer Success Engineer – I, you will act as the frontline problem solver for install, configuration, and integration challenges. Your ability to troubleshoot effectively will drive higher CSAT, stronger adoption, and meaningful revenue expansion through cross-sell and upsell opportunities.

What You’ll Own

• Provide L1/L2 merchant support for HoA apps through live chat, tickets, and email
• Troubleshoot app installation, configuration, integrations, APIs, and runtime issues
• Resolve merchant concerns within defined SLAs and escalation frameworks
• Perform initial RCA for recurring issues and document findings clearly
• Assist merchants during onboarding and post-go-live phases
• Guide merchants on best practices and feature configurations
• Proactively identify adoption gaps and recommend solutions
• Identify opportunities to cross-sell and upsell relevant GoKwik apps
• Collaborate with Sales and CS teams to convert expansion leads
• Drive App Store reviews, ratings, and merchant advocacy loops
• Capture structured merchant feedback and relay insights to Product teams
• Maintain high-quality ticket notes and accurate resolution steps
• Follow defined L2/L3 escalation paths with Engineering and QA
• Participate in release readiness and new feature rollouts
• Suggest process improvements to improve first-contact resolution
• Work cross-functionally with Product, Tech, and QA for bug reproduction

Who You Are

• 2–4 years of experience in Technical Support, Customer Success, or Implementation roles
• Hands-on exposure to SaaS or web-based product support
• Familiarity with Shopify ecosystem, APIs, webhooks, or payment flows is a plus
• Strong troubleshooting and problem-solving mindset
• Ability to explain technical concepts in simple business language
• Comfortable working in cohorts, tickets, and merchant journeys
• Shift flexibility for 24×7 support operations
• Clear focus on merchant CSAT and app adoption outcomes

Why GoKwik

At GoKwik, you will work on products that directly impact thousands of online businesses. This role offers exposure to multiple apps, platforms, and merchant use cases. You will collaborate closely with Product and Engineering teams and build strong technical and stakeholder skills. With a clear growth path into Senior CSE, L2 Specialist, or Product Support roles, this position gives you the opportunity to shape merchant success and influence the next phase of GoKwik’s PLG engine.