Technical Support Engineer | 5 TO 9 Years | Bangalore

Job Description

As members our Customer Success organization, Technical Support Engineers provide technical support and problem resolution expertise to help address any customer questions or issues that are raised. This includes developing subject matter expertise within the customer support department and collaborating with other team members in the various technologies and issues so that we can deliver a great customer service experience to our customers. A successful candidate will be able to quickly gain an understanding of the Gladly solution, customer use cases, and overall technology platform.

This is a customer-facing role in a very collaborative environment and therefore it requires strong interpersonal skills, including strong verbal and written communication skills and an on-call rotation during US/Eastern business hours and occasional on-call rotation during US/Eastern daytime hours at the weekends.

You will work directly with our largest clients, as well as the extended Customer Success team assigned to each customer. To succeed, you’ll need to be a curious, driven individual who is passionate about the overall customer service experience and is enthusiastic about problem-solving complex and complicated issues.

Primary Skills

In order to be successful in this role, we need someone who has:

• 5-9 years of previous enterprise software support experience with a demonstrated ability to troubleshoot technical issues in complex software environments
• Working knowledge of technology platform components, including but not limited to:
• Web applications running on modern SaaS stack   REST-based API services, JSON and scripting
• SSO / SAML / ADFS and general security concepts and controls
• Enterprise Email, Telephony, and Web Chat infrastructure and configurations
• Reporting, analytics, and data flow across multiple web-based and on-premise platforms
• Excellent written and verbal communication skills with the ability to provide clear and concise guidance and problem resolution through emails, over the phone, or in person, with a casual and confident tone
• Genuine passion for building and maintaining strong relationships with a diverse set of internal and external stakeholders, from engineering, product, and marketing,to high-value customer administrators and developers
• Excellent organization, project management, and time management skills
• Quick learner, able to fully grasp technological detail as well as high level business concepts
• Able to gain consensus and get business and technical teams to work together toward timely issue resolution
• A strong awareness of business processes and ability to translate business processes into enterprise application implementations
• Effective team player dedicated to continuously improving upon our process of advocating for the customer while balancing advocacy for the company by looking for win:win outcomes
• Proactive interest to increase customer satisfaction and deepen customer relationships
• Comfortable and willing to engage with customers where needed
• Previous experience with a major systems integrator and/or cloud-based/SaaS solution offerings company preferred