Enterprise Customer Support

Job Title

Location

Department

Experience

Job Summary:

We are seeking a skilled and customer-centric Enterprise Customer Support Executive to manage and resolve complex issues raised by our enterprise clients. The ideal candidate will act as a trusted advisor, ensuring excellent support experiences while maintaining strong client relationships and driving customer satisfaction.

Key Responsibilities

• Serve as the primary point of contact for enterprise customers, handling complex queries and escalations.
• Provide end-to-end support via email, phone, video calls, or live chat.
• Understand customer requirements, investigate issues, and coordinate with internal teams (product, engineering, sales) for resolution.
• Analyze support data, monitor SLAs, and ensure timely response and issue resolution.
• Collaborate with the Account Management team to drive customer success and retention.
• Document troubleshooting steps, solutions, and contribute to the knowledge base.
• Provide feedback to the product team regarding customer pain points and feature requests.
• Conduct periodic health checks and reviews with enterprise clients to ensure satisfaction.
• Stay updated on product knowledge, industry trends, and best practices.

Requirements:

• Bachelors Degree in Computer Science, Math, or related discipline, and 6+ years of equivalent work experience or 4+ years of related work experience.
• 3+ years of technical support helping enterprise customers
• Thorough understanding of the Network / Datacenter infrastructure - TCP/IP, UDP, LDAP(s), DNS, DHCP and TLS Protocols, Network Firewalls, Load balancers, Disaster Recovery mechanisms etc.
• Experience with Wireshark / other packet capturing utilities to analyze traffic anomalies.
• Experience with VPN platforms providing remote access.
• Internal or external customer-facing experience as a technical lead
• Excellent oral and written communication skills, presenting to an audience containing executive team member(s)
• Experience in a 24x7 operational services or support environment
• Experience with cloud technologies and models.
• Experience with Windows / Mac / Unix Operating systems