Customer Support Engineer

Position: Customer Support Engineer
Company: Launch Ventures (for Talkingshops.com)Location: Hyderabad, Telangana (onsite)About Launch VenturesLaunch Ventures is a niche, award-winning technology firm that co-creates products alongside domain experts—ranging from early-stage startups to Fortune 500 enterprises. We’ve built globally scaled products, some of which have attracted investments from Google. Our work spans across modern technologies including AI/ML, IoT, Blockchain, Cloud, and full-stack web/mobile applications.We take pride not just in writing great code, but in launching ventures that matter. Our culture emphasises product ownership, technical craftsmanship, and long-term impact.Talkingshops.com is one of our fastest-growing ventures. It’s a next-generation WhatsApp Commerce platform designed to empower small and mid-sized businesses to sell more effectively, communicate seamlessly, and operate smarter.About the RoleAs a Customer Support Engineer, you will be the first line of communication between our customers and the product. This is not just a support role — you’ll act as a trusted partner to users by troubleshooting issues, guiding them through solutions, and ensuring a seamless experience on the platform. Your contributions will directly influence product adoption, satisfaction, and retention.This role is ideal for someone who thrives on interacting with people, is comfortable with technology, and is driven by the satisfaction of resolving issues quickly and effectively.Key ResponsibilitiesCustomer AssistanceRespond promptly and professionally to customer inquiries via phone, email, chat, or ticketing systems.Act as a point of contact for troubleshooting product issues, onboarding queries, and general user guidance.Technical TroubleshootingDiagnose and resolve issues related to the Talkingshops.com platform, including product configurations, integrations (e.g., WhatsApp Business API, payment gateways), and user access problems.Assist users in resolving connectivity issues, API errors, or data sync problems with platforms such as Shopify, WooCommerce, and others.Documentation and Knowledge SharingMaintain detailed records of customer interactions, reported issues, troubleshooting steps, and resolutions in the CRM.Create and contribute to internal knowledge bases and customer-facing support articles or FAQs.Issue Escalation & CollaborationWork closely with the engineering and product teams to escalate unresolved or complex issues with complete context.Provide feedback from users to help improve product usability and customer satisfaction.Process & Quality ImprovementsRecommend process improvements or automation opportunities to enhance support quality and reduce turnaround times.Help refine onboarding and support play-books for faster, consistent customer issue resolution.Customer Experience ManagementBuild rapport with customers and ensure a high degree of empathy and clarity in communication.Monitor support KPIs (response time, resolution time, CSAT scores) and strive for continuous improvement.RequirementsWhat We’re Looking ForEducational Background:Bachelor’s degree in any discipline (a technical or computer science background is preferred).Experience:1–3 years of experience in a customer support, technical support, or client services role.Prior experience supporting SaaS, eCommerce, or B2B platforms is a strong advantage.Hands-on experience dealing with phone-based queries is essential.Skills:Strong communication skills — clear, concise, and empathetic.Ability to explain technical concepts in simple, non-technical language.Comfortable working with support tools like Freshdesk, Zendesk, HubSpot, or similar CRMs.Familiarity with WhatsApp commerce tools, APIs, or payment integrations is a plus.Multilingual communication (especially regional Indian languages) is a bonus.BenefitsWhy Join UsOpportunity to work on a high-impact product serving small and growing businesses.Dynamic, startup-like environment with the stability and mentorship of an experienced leadership team.Learn and grow across customer success, product thinking, and technical troubleshooting.Flat hierarchy, transparent communication, and a supportive team culture.Competitive salary, benefits, and opportunities for growth within the company.