Customer Support Engineer
New
India, 24/7 global support environmentFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- Minimum 2 years
- Required Skills
- PythonSQLJavascriptRubyRESTful APIsTechnical support
Requirements
- Minimum 2 years of experience in a Technical Support Engineer or software/customer support role.
- Strong understanding of APIs, SDKs, and web application architectures.
- Hands-on experience with at least one programming language (Python, Ruby, or JavaScript preferred).
- Good knowledge of SQL and ability to perform data and log analysis for troubleshooting.
- Strong analytical thinking, problem-solving skills, and ability to work independently under pressure.
- Excellent communication skills in English, with the ability to interact with technical and non-technical stakeholders.
- Experience writing technical documentation for knowledge bases or support portals.
- Strong sense of ownership, urgency, and ability to prioritize multiple issues in a fast-paced environment.
- Willingness to work in a 24/7 support model, including occasional public holidays.
- Degree in Computer Science, Engineering, or a related field is preferred.
Responsibilities
- Provide advanced technical support for identity verification and onboarding solutions, ensuring timely resolution of customer issues across a global 24/7 support environment.
- Investigate, debug, and reproduce complex product issues by analyzing logs, APIs, SDK behavior, and system interactions.
- Collaborate closely with product managers, engineers, and support teams to identify root causes and contribute to long-term fixes.
- Act as a key customer advocate by communicating clearly, managing expectations, and ensuring a strong customer experience throughout issue resolution.
- Contribute to product improvement by identifying recurring issues, sharing customer insights, and supporting roadmap discussions.
- Develop and maintain internal documentation, knowledge base articles, and troubleshooting guides.
- Build or enhance internal tools and scripts to automate repetitive support tasks and improve operational efficiency.
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