Technical Support Engineer
New
J
JobgetherTechnology
Based in IndiaFull-Time
Salary not disclosed
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Job Details
- Required Skills
- Data AnalysisProblem SolvingStakeholder managementCustomer SuccessTechnical support
Requirements
- Strong knowledge and practical expertise in CSMB processes and customer support operations.
- Demonstrated experience in technical support, customer success, escalation management, or a closely related environment.
- Strong problem-solving skills with the ability to investigate complex issues, identify root causes, and drive effective resolutions.
- Ability to manage advanced customer escalations with professionalism, ownership, and a customer-first mindset.
- Data-driven approach to decision-making, with the ability to interpret support metrics and use insights to improve service delivery.
- Strong understanding of customer experience, retention, revenue generation, and support performance metrics.
- Excellent collaboration and stakeholder management skills, with the ability to work effectively across Engineering, Product, Sales, and other teams.
- Strong communication skills and the ability to influence outcomes while maintaining productive relationships with customers and internal stakeholders.
- Demonstrated ability to contribute to team leadership, process improvement, and operational excellence.
- Ability to work independently, prioritize competing issues, and consistently meet customer and business objectives.
Responsibilities
- Deliver high-quality technical and customer support while maintaining strong customer satisfaction, loyalty, and retention.
- Serve as a subject matter expert for complex and advanced technical cases, taking ownership of escalations and supporting executive-level customer concerns.
- Drive critical performance metrics including Customer Satisfaction (CSAT), customer success, retention, attach rate, and revenue contribution.
- Identify and support meaningful attach opportunities through customer interactions, contributing to increased adoption and recurring revenue growth.
- Analyze support data, customer trends, and operational performance to identify opportunities for service improvements and process optimization.
- Collaborate closely with Engineering, Product, Sales, and other cross-functional teams to accelerate issue resolution and improve customer outcomes.
- Apply strong escalation management and structured problem-solving practices to resolve complex issues efficiently.
- Contribute to process improvements that deliver measurable impact against customer experience, retention, and broader business objectives.
- Support team effectiveness through collaboration, knowledge sharing, stakeholder coordination, and informal technical leadership.
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