Customer Support Engineer
New
J
JobgetherEnterprise AI SaaS
IndiaFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 1–6 years
- Required Skills
- Artificial IntelligenceData AnalysisDocumentationSaaSZendeskCustomer support
Requirements
- 1–6 years of experience in L1/L2 technical support, platform operations, analytics, or another customer-facing technical role.
- Demonstrated ability to investigate and resolve complex technical issues with a strong customer focus.
- Excellent written communication skills with the ability to translate technical information into clear, accessible language.
- Strong analytical and problem-solving abilities with a high degree of ownership.
- Proactive mindset to identify recurring problems and recommend scalable solutions.
- Strong collaboration skills and comfort working with Engineering, Product, and other cross-functional teams.
- Ability to learn quickly and operate effectively in a high-growth SaaS environment.
- Experience supporting enterprise SaaS platforms or technically sophisticated products is preferred.
- Background in Computer Science, Engineering, Analytics, or related discipline is an advantage.
- Familiarity with supply chain, planning, or related business concepts is a plus.
- Experience using ticketing platforms such as Zendesk, Freshdesk, or similar tools is preferred.
- Familiarity with AI-powered tools and technologies is an advantage.
Responsibilities
- Handle Level 1 and Level 2 customer support tickets, investigating issues and delivering accurate, timely, and structured resolutions.
- Develop strong platform expertise to troubleshoot increasingly complex customer questions with precision and confidence.
- Communicate clearly with customers, translating technical concepts and findings into accessible, professional responses.
- Monitor support requests for recurring issues, trends, and patterns that could indicate opportunities for product, process, or documentation improvements.
- Identify opportunities to automate repetitive support activities and help develop scalable workflows.
- Create, maintain, and improve knowledge resources, documentation, and support processes.
- Collaborate closely with Engineering, Product, Content, Customer Success, and Professional Services teams.
- Take ownership of customer issues from initial investigation through resolution and escalation.
- Participate in a 12-month rotational program gaining exposure to multiple customer-facing and technical functions.
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