Provide technical account management and enterprise-level support for SaaS customers, troubleshoot and resolve issues, perform RCA and escalations, mentor junior engineers, run technical business reviews, create knowledge-base content, and prepare support reports. Handle high-ARR clients and work night shifts.
Job Title: Senior Product Support Engineer - Technical Support
Overview:
We want to hire competent and passionate folks for our customer support team. The customer
support team takes care of technical account management for all our Enterprise customers. They help
troubleshoot and resolve issues that customers might have, and provide assistance as and when
required. In this role, you'll be expected to provide technical support and deliver moments of wow to
our customers across the world. This role will be based out of Chennai.
Major Responsibilities/Activities
● Support Enterprise Customers in an Omnichannel environment.
● Mentor Product Support Engineers
● Take ownership of customer issues reported and ensure that they are resolved.
● Handle high ARR customers and reputed brands.
● Diagnosing and troubleshooting issues. Work on RCA.
● Following standard procedures for proper escalation of unresolved issues to the appropriate
internal teams.
● Provide prompt and accurate feedback to customers
● Ensure proper recording and closure of all issues
● Prepare accurate and timely reports
● Conduct Techincal business reviews with the Clients
● Document knowledge in the form of FAQ and knowledge base articles.
Minimum Requirements
● Bachelor's degree in Computer Science or related field.
● 5 + years experience in Customer Support within an enterprise software organization
● Solid verbal, written, presentation, and interpersonal communication skills.
● Knowledge of SaaS business model, SaaS technologies, and related applications.
● Knowledge of web dev technologies (JavaScript, HTML, CSS) is a big plus
● Proven time management skills in a dynamic support environment
● Capable of working on a cross-functional team to solve business & tech problems
● Willing to work night shifts.
● Highly driven individual with an execution focus and a strong sense of urgency
● High level of enthusiasm for helping and serving clients, strong customer and
solution-oriented personality
Disprz Chennai, Tamil Nadu, IND Office
S. No 67, Okkiam, 6th Floor, Smartworks Coworking Spaces Pvt. Ltd Olympia Pinnacle, S. No. 69/ 24I, 1-2A, OMR,, Chennai, Tamil Nadu, India, 600097
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