Support Engineer

TrueLoyal is a fast-growing SaaS product company headquartered in San Antonio, Texas, with an office in Krakow, Poland. TrueLoyal offers a leading loyalty rewards platform that helps Colgate Palmolive, Jelly Belly, Western Digital, BIC and many other global brands to launch holistic loyalty programs. TrueLoyal combines technology with deep data analytics and ongoing strategy consultation to unlock multiple dimensions of loyalty, including transactional, social, advocacy, engagement, behavioral, and emotional. TrueLoyal loyalty platform is used by thousands of customers in 50+ countries.

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

Key Responsibilities:

• Act as the lead technical resource for troubleshooting deep integrations across a diverse range of platforms (Shopify, NetSuite, Salesforce, Zendesk, and beyond).
• Own the escalation queue for enterprise clients, diagnosing failures in RESTful APIs, webhooks, JSON payloads, and authentication flows (OAuth, API Keys).
• 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.
• Debug and customize client-facing loyalty widgets or dashboards using HTML, CSS, and JavaScript to ensure a seamless UI/UX.
• Translate "broken syncs" and complex technical hurdles into actionable bug reports for the Engineering team or clear guidance for client developers.
• Use SQL or Python to audit high-volume transaction data, ensuring rewards and loyalty events trigger accurately across integrated environments.
• Use log management tools to identify integration errors or latency issues before they impact the client’s business.

• Development fund of 3k PLN per year per head
• Paid holiday
• Private healthcare (Luxmed via Warta)
• Sports card (Multisport)
• Free English classes
• Team building and socializing events
• Competitive salary
• Udemy access etc.