Delivery Engineer 3 (French Language)

DE-3

We are seeking a proactive and people-focused Senior Support Engineer at our Chennai HQ for our Customer Support Team. This role is for a Technical Product Support Specialist responsible for ensuring smooth support operations, timely handling of client requests and issues, and efficient execution of onboarding processes. The candidate will play a key role in onboarding both new and existing clients particularly international clients across the US, Europe, and the Middle East. A strong focus on efficiency, collaboration, and a customer-centric mindset is essential, along with a commitment to delivering high-quality support and meeting critical delivery timelines.

Key Responsibilities:

1. Drive the end-to-end onboarding process for new clients, ensuring a seamless transition into the platform.
2. Perform product testing during onboarding to validate setup accuracy and resolve any issues before go-live.
3. Interact with clients fluently in both French and English, ensuring prompt, clear, empathetic and professional communication across all support channels (email and calls).
4. Deliver product training sessions in both French and English, tailored to the client's technical proficiency and business context.
5. Collaborate closely with engineering and QA teams for advanced issue triaging and defect validation.
6. Troubleshoot front-end and back-end issues using tools such as browser DevTools, Postman, and SQL. Provide accurate resolution steps or effective workarounds.
7. Proactively engage with clients to ensure product adoption and long-term success.
8. Analyze client feedback, industry trends, and incident data to propose product improvements.
9. Serve as the final escalation point for complex or unresolved client issues.
10. Understand and act upon alerts, logs, and monitoring dashboards (e.g., API health, uptime reports) to prevent escalations.
11. Capture learnings from critical deployments and incidents and turn them into actionable improvements.
12. Lead and conduct root cause analysis (RCA) for recurring or critical incidents and recommend preventive solutions.
13. Mentor and guide DE1 and DE2 team members on troubleshooting, client engagement, and best practices.
14. Identify inefficiencies in current support processes and lead efforts to automate or streamline them (e.g., internal tools, Power Automate flows, scripts).

Acceptance Criteria:

1. 4-6 years of experience in customer/product support roles, with at least 1 year as a lead or senior position.
2. Proven track record of managing or guiding a support team in a fast-paced environment.
3. Clearly communicating with customers, colleagues, and other departments, both in French and potentially English.
4. Excellent verbal and written communication skills in French and English.
5. Excellent organizational skills with strong problem-solving and process-thinking mindset.
6. Willingness to work in shifts and travel on-site whenever required.
7. Comfortable managing multiple priorities and adapting to changing demands.
8. Ability to think strategically and act tactically to drive support excellence.
9. Experience with tools like Jira or other support platforms.
10. Proficient in using browser developer tools (e.g., Chrome DevTools) to debug front-end issues.
11. Able to identify issues related to HTML/CSS, JavaScript errors, caching, and browser compatibility.
12. Strong understanding of RESTful APIs, including methods, headers, status codes, and payloads. Ability to test and debug API requests/responses using tools like Postman.
13. Experience troubleshooting user authentication issues, including SSO (SAML, OAuth2).
14. Understanding of DNS, HTTP/S protocols, SSL certificates, proxies, and firewalls is a plus.