Customer Success Engineer - Tier 1

Location- Hyderabad, India

Level - Support

Department - Customer

Working Pattern - Work from Office

Salary - this will be discussed at next stage, if you have any questions at all please feel free to reach out.

Benefits - Benefits at Ideagen

We are looking for a Customer Success Engineer (Tier 1) to be the first line of support for our customers. In this role, you’ll provide technical assistance, troubleshoot issues, and ensure customer satisfaction by resolving problems quickly or escalating them when needed. If you’re passionate about helping customers succeed, have strong communication skills, and thrive in a collaborative environment, we’d love to hear from you!

• Handle incoming support requests via email and phone within agreed SLAs.

• Diagnose and troubleshoot basic software and connectivity issues.

• Follow defined procedures for resolution and escalate complex cases to Level 2/3 teams.

• Document all customer interactions in Zendesk.

• Contribute to FAQs, troubleshooting guides, and internal knowledge base updates.

• Collaborate with cross-functional teams to expedite issue resolution.

• Ensure customer satisfaction through timely follow-ups and clear communication.

• Bachelor’s degree/diploma in Computer Science, IT, or related field (or equivalent work experience).

• 2–4 years of experience in customer or technical support roles.

• Experience supporting SaaS or cloud-based products.

• Strong knowledge of SQL or scripting fundamentals and RDBMS.

• Familiarity with remote desktop tools and troubleshooting methodologies.

What's in it for you?

While we take our work and deliverables seriously, we have a relaxed working environment, and we want our people to be rewarded for their hard work. We offer benefits such as medical insurance coverage for spouse and family and many more!

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