Integration Specialist

Key Responsibilities

• Own technical and integration-related customer queries end-to-end, from initial acknowledgement through resolution.
• Understand customer requirements and translate them into clear technical requirements and actionable next steps.
• Troubleshoot integration and product issues and identify the root cause, solution, or workaround.
• Collaborate with Engineering, Product, QA, and Customer Experience teams to resolve customer issues.
• Create and track internal tickets, follow up with relevant teams, and ensure timely resolution.
• Test and validate fixes before communicating resolution to customers.
• Handle customer calls and confidently answer technical and product-related questions.
• Evaluate customer requests where an existing solution is unavailable and work with Product to determine appropriate next steps.
• Clearly communicate solutions, workarounds, limitations, timelines, and product decisions to customers.
• Maintain clear documentation of issues, solutions, integrations, and recurring customer requirements.
• Develop strong knowledge of the product and its technical capabilities.

Primary Requirements

• B.Tech / B.E. preferred, ideally in Computer Science, Information Technology, or a related field.
• Prior software development or hands-on technical exposure is strongly preferred.
• 2-4 years of experience in dealing with customer's technical issues.
• 1 year of experience working directly with customers or key stakeholders.
• Good understanding of technical concepts such as APIs, REST, JSON, webhooks, authentication, integrations, logs, and debugging.
• Coding experience is a plus, but this is not a software development role.
• Excellent written and verbal communication skills.
• Strong analytical, troubleshooting, and problem-solving abilities.
• Ability to explain technical concepts clearly to both technical and non-technical audiences.
• Strong ownership and ability to drive issues to closure across multiple teams.
• Comfortable interacting directly with customers and handling technical discussions.
• Experience with SaaS, technical support, integrations, implementation, or customer-facing technical roles is a plus.
• Flexibility to occasionally join customer calls across different time zones.

Soft Skills & Mindset

• Clear communication and the confidence to challenge and be challenged.
• Curious, proactive, and generous with knowledge.
• Ability to work in a fast-paced, collaborative product environment.

Ideal Candidate

You may be a great fit if you have a technical/software background but also enjoy working with customers. You should be comfortable investigating a technical issue yourself, discussing it with developers when needed, finding a practical solution, and then explaining that solution clearly to the customer.

We're looking for someone who doesn't simply pass tickets between customers and Engineering, but takes ownership, solves problems, and drives them through to resolution.