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SnackMagic is seeking an Integration Specialist to serve as the technical bridge between customers and internal Product, Engineering, QA, and Customer Experience teams. This customer-facing technical role requires someone who communicates exceptionally well, enjoys problem-solving, and has sufficient technical depth to understand integrations, troubleshoot issues, and collaborate effectively with developers.
Key responsibilities include owning technical and integration-related customer queries end-to-end from initial acknowledgement through resolution. You will understand customer requirements and translate them into clear technical specifications and actionable next steps. The role involves troubleshooting integration and product issues to identify root causes, solutions, or workarounds, then collaborating with Engineering, Product, QA, and Customer Experience teams to resolve issues. You will create and track internal tickets, follow up with relevant teams, and ensure timely resolution. Testing and validating fixes before communicating resolutions to customers is essential.
You will handle customer calls confidently, answer technical and product-related questions, and evaluate customer requests where existing solutions are unavailable, working with Product to determine appropriate next steps. Clear communication of solutions, workarounds, limitations, timelines, and product decisions to customers is critical. You will maintain documentation of issues, solutions, integrations, and recurring customer requirements while developing strong product knowledge and technical capabilities.
Required qualifications include a B.Tech or B.E. degree, preferably in Computer Science, Information Technology, or a related field. Prior software development or hands-on technical exposure is strongly preferred. You should have a good understanding of technical concepts such as APIs, REST, JSON, webhooks, authentication, integrations, logs, and debugging. Coding experience is a plus but not required. Excellent written and verbal communication skills, strong analytical and problem-solving abilities, and the capacity to explain technical concepts to both technical and non-technical audiences are essential. You should demonstrate strong ownership and ability to drive issues to closure across multiple teams, comfort interacting directly with customers, and flexibility for occasional calls across time zones.
The ideal candidate has a technical or software background but genuinely enjoys working with customers. You should be comfortable investigating technical issues independently, discussing them with developers when needed, finding practical solutions, and explaining those solutions clearly to customers. The company values ownership and problem-solving rather than simply passing tickets between teams.
