We are looking for a Senior Support Engineer to join our team and take customer experience to the next level.

Responsibilities

• Take full ownership of customer-reported issues, ensuring timely research, diagnosis, and resolution within SLA timelines.
• Analyze and resolve technical issues by identifying root causes and providing effective solutions using diagnostic tools and targeted questioning.
• Conduct Admin and User training sessions (virtual and in-person) to ensure smooth onboarding and effective product adoption.
• Assist customers via phone, email, or chat, guiding them step-by-step to resolve technical challenges.
• Partner with engineering and product teams to address recurring issues, improve product quality, and escalate critical cases as needed.
• Monitor and manage customer satisfaction, anticipating challenges, and contributing to retention through strong relationships.
• Act as a customer advocate while adhering to SLAs and maintaining documentation for knowledge sharing and process improvements.
  
  

Requirements

• BE/ BTech or BSc in the field of IT/Computer Science/ Electronics/Electronics and Telecommunication.
• 3-5 years of experience providing enterprise support to Indian and ME clients (B2B SaaS).
• Proven ability to troubleshoot software, understand customer requirements and workflow, and resolve more advanced issues working within escalation procedures.
• Good understanding of API, Webhooks, and Connectors.
• Good to have an understanding of at least one of the programming languages (PHP, Java, Python).
• Operational support experience - the ability to capture the user environment during troubleshooting and work towards speedy and accurate resolutions for client issues.
• Excellent problem-solving, strong written and verbal communication, and documentation skills.
• Obsessed with customer support and delighting the customers.
• Must have mentored and managed a small team of product support engineers for India and ME teams.
• Contribute to developing technical content and IPs such as knowledge base articles, sample scripts, proof of concept, and diagnostic tools.
• Comfortable working in a 24x7 rotational shift environment.
  
  

This job was posted by Aarushi Chawla from Xeno.