A Technical Support Engineer at Netcore Unbxd is the primary contact for customers on support issues and product queries. The TSE works on all matters about Unbxds products & services for a variety of customers ranging from small & mid segment to large enterprises. A TSE uses his/her skills to troubleshoot technical problems, effectively collaborate, communicate with, and escalate to other internal teams within Unbxd to deliver resolution for the customers. The role requires the candidates to deliver timely and high-quality incident resolution focusing on root cause analysis, prevention, and knowledge transfer and also contribute to the internal knowledge base. The role demands continuous learning across Unbxd technology stack & strong customer focus to drive faster resolution & customer satisfaction. A Technical Support Engineer at Unbxd works mostly with but not limited to the software developers and other technical members from the customer side. If so, this is an opportunity for you to join a high-functioning team and make your mark on our organization! The impact you will create on the Job: Interacting with customers using the telephone, email, and chat services to resolve support incidents Contact and resolve customer issues within the target service level agreements Scope and document customer incidents with troubleshooting, root cause, and resolution information Follow the internal processes, policies, and guidelines on collaboration, escalation & communication Contribute to the internal and external knowledge base for faster resolution of incidents What do we look for? Must have minimum experience of 1-3 years in a product support business interacting with English-speaking customers over calls, emails, and chat preferably US-based Must have good verbal and written communication skills in the English language. Problem-solving skills and good troubleshooting acumen Passion for technology and aptitude to ramp up on technical and business concepts. Be able to work in high visibility, high-pressured scenarios Willing to work in rotational 24/7 support shift model, On-call rotation, and work off hours as required Good level of familiarity with using ticketing and tech support platforms such as Zendesk, Freshdesk, and Salesforce Collaborate across teams to identify root cause for technical issues Collaborate and work closely with core engineering teams daily Own and drive technical issues through to resolution Proficient with technical problem-solving methodologies Ability to effectively communicate technical details to all audiences Excellent communication and interpersonal skills Strong organizational and time management skills Technology Stack Frontend: Must have Javascript, HTML5, CSS3, JQuery, Good to have LESS Twitter Bootstrap, Typescript, SASS, Angular JS/ React Backend: Must have Anyone or more of the following programming languages Node.js/ Python/ PHP/ JAVA* Anyone or more of the following framework Laravel, Django, Zend, Spring, Hibernate Database: Must have Working knowledge of SQL queries Anyone or more of the following databases Mongo, Postgresql or any other NoSQL DB knowledge Not mandatory but good to have: Experience using Grunt, Bower, and Git. Must have: Basic networking concepts. Basic Linux terminal commands Knowledge of various HTTP headers, cookies, web APIs, web servers, SSL Knowledge of troubleshooting tools such as curl, postman, fiddler, chrome debugger etc. Whats in it for you? Immense growth, and continuous learning. Work with some of the most innovative brains. Opportunity to explore your entrepreneurial mindset. An open culture where your creative bug gets activated. Multiple products to build the relationship.

Who We Are At Unbxd, we're building the world's largest search intelligence products, empowering leading e-commerce businesses globally. We are a close-knit, highly driven, and skilled team of engineers and support professionals who think big and execute beyond expectations. The challenges we tackle span algorithmic problem-solving, systems engineering, machine learning, and infrastructure at a massive scale. Learn more about us here: Netcore Unbxd! Working With Us This is a pivotal opportunity for visionary leaders, strategic problem-solvers, and those committed to continuous learning and team empowerment. Working at Unbxd is innovative, empowering, rewarding, and fun. We offer an amazing office environment, competitive pay, and an excellent benefits package. What You'll Contribute As the Head of Implementation, you will lead and empower a high-performing team of technical program managers/implementation specialists responsible for the successful implementation of Unbxd products for our diverse, global e-commerce clients. You'll set the strategic direction for project execution, ensuring operational excellence across the entire project lifecycle—from setup and testing to launch and post-launch activities. This includes establishing best practices for managing complex project schedules, proactively identifying and mitigating risks at a portfolio level, and ensuring seamless communication with all stakeholders, both internal and external. A key aspect of this role is fostering deep, strategic relationships with Unbxd's key clients, driving their success and expanding our partnerships. Responsibilities Provide strategic leadership and mentorship to a team of strong-performing Technical Program Managers, fostering their growth and ensuring their success. Oversee the entire portfolio of client implementations, ensuring consistent, high-quality, and on-time delivery of Unbxd solutions across all projects. Define and optimize the project management lifecycle and processes for large-scale SaaS implementations, driving efficiency and scalability. Be the executive point of contact for key client relationships, understanding their strategic objectives and aligning Unbxd solutions to meet their business goals. Establish and monitor key performance indicators (KPIs) for project delivery, customer satisfaction, and team performance, implementing improvements as needed. Proactively identify and manage program-level risks, developing mitigation strategies and communicating effectively with senior leadership and stakeholders. Champion continuous improvement initiatives, leveraging client feedback and internal insights to enhance our product offerings and implementation methodologies. Drive cross-functional collaboration with Product Management, Engineering, Sales, and Customer Success to ensure seamless execution and client satisfaction. Stay abreast of industry trends, competitor activities, and emerging technologies to inform strategic decisions and maintain Unbxd's competitive edge. Experience BE/BTech degree in software engineering or a related field. 8+ years of progressive experience in technical program or project management within a SaaS company, with at least 4+ years in a leadership role managing high-performing teams of technical program managers overseeing international customers (US, Europe, etc.). A deep understanding of the project management lifecycle within a SaaS context, with extensive hands-on experience and strategic oversight of APIs and SDKs. Proven ability to build, mentor, and scale high-performing technical program management teams. Demonstrated passion for customer success and building enduring client relationships, especially within the SaaS product space. Exceptional strategic thinking, problem-solving, and decision-making skills with a track record of driving significant business impact. Superior written and verbal communication, negotiation, and presentation skills, capable of influencing at all levels, both internally and with executive-level clients. Ability to thrive in a fast-paced, multi-tasking environment, effectively prioritizing and managing complex initiatives across a portfolio of projects. Strong technical acumen and familiarity with various technologies, capable of understanding complex technical discussions and guiding solutions.