This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Support Engineer based in India.
This role is an opportunity to provide advanced technical support and deliver exceptional service experiences to customers using innovative software solutions.
You will act as a trusted technical partner, helping customers troubleshoot complex issues and optimize their use of the platform.
The position combines customer advocacy, problem-solving, and technical expertise in a collaborative global environment.
You will work closely with engineering, consulting, and internal teams to resolve critical issues and improve product reliability.
The role offers exposure to application troubleshooting, software implementation, and knowledge management practices.
You will contribute directly to customer satisfaction, product improvements, and the continuous evolution of support operations.
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Support Engineer based in India.
This role is an opportunity to provide advanced technical support and deliver exceptional service experiences to customers using innovative software solutions.
You will act as a trusted technical partner, helping customers troubleshoot complex issues and optimize their use of the platform.
The position combines customer advocacy, problem-solving, and technical expertise in a collaborative global environment.
You will work closely with engineering, consulting, and internal teams to resolve critical issues and improve product reliability.
The role offers exposure to application troubleshooting, software implementation, and knowledge management practices.
You will contribute directly to customer satisfaction, product improvements, and the continuous evolution of support operations.
Accountabilities:
- Provide high-quality technical support to customers by diagnosing, troubleshooting, and resolving complex application issues through various communication channels, including calls and emails.
- Deliver a customer-focused support experience by understanding customer needs, providing guidance on software functionality, and recommending best practices.
- Perform root cause analysis, reproduce software defects, and collaborate with internal technical teams to ensure timely resolution of customer issues.
- Identify, document, and escalate software defects while providing temporary solutions when applicable.
- Manage incidents effectively to meet and exceed service-level agreements and customer satisfaction objectives.
- Support software implementations, installations, upgrades, and configuration activities for customers.
- Create and maintain technical documentation, knowledge base articles, and support resources following knowledge-centered support practices.
- Maintain customer reports, contribute to team performance metrics, and support continuous improvement initiatives.
- Collaborate with escalation engineers and cross-functional teams to resolve critical technical challenges.
- Participate in technical training, knowledge-sharing activities, and special projects to enhance product expertise and team capabilities.
- Proven experience in technical support, application support, software troubleshooting, or a similar customer-facing engineering role.
- Strong problem-solving skills with the ability to analyze complex technical issues and identify effective solutions.
- Solid understanding of databases, including experience with MS SQL and database management concepts.
- Excellent customer relationship management skills with a strong focus on customer advocacy and service excellence.
- Professional-level written and verbal communication skills in English.
- Strong attention to detail and the ability to manage multiple priorities in a fast-paced environment.
- Knowledge of LDAP and Active Directory is desirable.
- Experience working with virtual environments and related technologies is preferred.
- Familiarity with programming concepts and technologies such as JavaScript and HTML is a plus.
- Experience using AI-assisted development or productivity tools such as Claude Code or similar platforms is beneficial.
- Ability to work flexible schedules when required and collaborate effectively with global teams.
- Competitive compensation package.
- Flexible working schedule and remote work environment.
- Opportunities for professional growth, skill development, and technical training.
- Collaborative culture with experienced and motivated teams.
- Employee recognition programs and company events.
- Wellness initiatives and fitness-related benefits.
- Opportunity to work with innovative software solutions supporting critical industries.
- Exposure to global customers and cross-functional teams.