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

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

Who You Are

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
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
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
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

Requirements

Experience & Skills

3+ years in Technical Support Engineering, Integration Engineering, or a similar high-touch technical role
Integration DNA: Proven experience troubleshooting complex data flows between multiple SaaS platforms (ERPs, CRMs, and eCommerce engines)
API Mastery: Expert-level understanding of RESTful APIs, webhooks, and HTTP protocols
The Web Stack: Hands-on proficiency in JavaScript, HTML, and CSS for front-end troubleshooting
Data Skills: Solid SQL skills for data validation; experience with Python or script-based automation is a significant plus
Technical Toolkit: Expert use of Postman, Browser DevTools, and log analysis software (e.g., Datadog, Kibana, or Splunk)
This role might require working after hours

Benefits

This role is perfectly suited for a proactive, strategic thinker who excels at building lasting relationships and delivering significant value to customers, ultimately contributing to business success. If you are passionate about customer success and possess the requisite experience and mindset to excel, we encourage you to apply!

The unique opportunity to work at a Best Places to Work in San Antonio, with customers around the world
Premier Health Insurance plan with $0 deductible and $0 co-pay
Dental and vision insurance plans
Medical and dependent care flexible spending accounts
Open PTO - we like to keep this simple...making time for life is important!
9 paid standard holidays each year in addition to open PTO
401(k) savings plan with Employer Matching
Company-paid Life, AD&D, and Disability coverage
A collaborative, entrepreneurial learning environment with a proven playbook
Be part of a high-growth company revolutionizing customer loyalty
Work with cutting-edge technology and innovative products
Competitive salary, benefits, and growth opportunities
Fun work atmosphere

This Job Description indicates the general nature and level of work expected of the incumbent(s). It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent(s) may be asked to perform other duties in addition to those described above.

We are proud to foster a workplace free from discrimination. We strongly believe diversity of experience, perspectives, and background lead to a better environment for our employees and a better experience for our users and our customers. We are an equal opportunity employer and do not discriminate against protected characteristics. We guarantee that all candidates will be given the same consideration.

*No visa sponsorship is available for this position*

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