Customer Support Engineer

Core Responsibilities:

• Responsible for triaging bugs and feature requests with the respective team, maintaining constant communication with the customers.
• Flexibility to work in morning and afternoon shifts
• Need to analyze trends, test and train the DevRev bot regularly
• Educate and Empower DevRev users
• Be the technical expert and answer product questions to take full advantage of the product
• Build and maintain relationships with the customers
• Be the customer champion and collaborate with product & engineering team on customer requirements
• Should be comfortable in writing customizations using the below mentioned languages
• Ability to think outside the box and build quicker solutions
• Support DevRev users round the clock on different levels of queries
• Build Q&A pairs for the bot and think innovatively to empower the bot
• Understand customer signals, collaborate with customer success teams to avoid churn
• Ability to converse profoundly and suggest value add features to help customers enhance their business goals.
• Collaborate with cross functional teams like Sales, customer success, product, engineering and bots engineering.
• Responsible for triaging bugs and feature requests with the respective team, maintaining constant communication with the customers.

Qualifications:

• BE/ B Tech, or equivalent educational or professional experience.
• 4-7 years Support Experience.
• Knowledge on the following programming languages:
• ReactJS (MERN)
• HTML / CSS
• JavaScript / TypeScript
• Python
• SQL
• Golang
• Comfortable having technical conversations with technical and non-technical people.
• Problem solving around technical, product, and business questions.
• Excellent English communication skills - both verbal and written.
• Collaborative and team oriented.