As a Senior Customer Success Engineer, you will be the first point of contact for any technical and/or non technical issues that the customers face with our product. This role involves debugging technical issues including mobile apps, and troubleshooting issues related to the integration of our SDK. (Android, iOS, and Web platforms). You will be dealing with customers across the globe, hence, an opportunity to articulate a solution and workaround with all our customers. In this role, you will have the unique opportunity to own the issue till closure without dropping the ball in between.

What will you do:

Provide efficient and accurate technical assistance to ensure customer satisfaction.
Provide escalated technical and triage support for other teams.
Actively contribute to our online support documentation.
Work closely with Engineering, Product, and Customer Success teams.
Help define and execute support team processes.
Leverage product expertise and technical knowledge to delight customers.
Responsible for responding to customer emails and driving excellent customer experience.

What are we looking for?

Must have:

Engineering degree (Computer Science preferred)
2+ years of programming experience (API/ Web/ Mobile).
Strong basics and concepts of any programming language
Excellent communication skills & strong customer focus.
Proven analytical / problem-solving ability.
Ready to work in shifts as per the requirements of the company.

Good to have:

Behavioral Competencies:

Listens actively, is responsive, accepts feedback graciously
Has a clear and well-structured thought process and communicates effectively
Gives feedback to Managers

Functional Competencies:

Delivers outcomes & resolutions on time, accurately and independently.
Ability to control emotions in the face of challenging situations

Technical knowledge:

Knowledge of multiple Mobile Development (Android, iOS, Hybrid) is required.

Measures of Success:

Customer Satisfaction CSAT Score/ Periodic Feedback from customers
First-time resolution rate
Adherence to support SLAs
Quality of response

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Customer Success Engineer