Customer Support Engineer

Role Overview We are looking for Customer Success Engineers (CSEs) who can effectively combine technical support capabilities with customer success consulting and stakeholder management. This role requires individuals who can support customers in resolving technical issues, managing escalations, and driving successful platform adoption while also acting as trusted advisors to customers for solutioning, onboarding, and operational guidance. The ideal candidate should possess strong communication skills, customer-handling capability, technical fundamentals, troubleshooting ability, and a strong learning mindset towards AI-driven technologies and engineering platforms.

Key Responsibilities

• Customer Support & Technical Operations

• Handle customer-reported issues, incidents, and escalations effectively

• Troubleshoot issues across APIs, integrations, AI workflows, and engineering platforms

• Manage ticket lifecycle activities using platforms like Jira

• Ensure SLA adherence and proper follow-up for P1/P2 incidents

• Coordinate with Engineering, Product, and internal teams for issue resolution

• Perform root cause analysis (RCA) and assist in identifying preventive actions

• Monitor platform usage, operational issues, and system reliability concerns

• Support debugging activities and provide resolution updates to stakeholders

• Document troubleshooting steps, workflows, known issues, and best practices

• Support customer onboarding activities and platform setup coordination

• Customer Success & Consulting Responsibilities

• Collaborate with customers to understand business challenges and operational goals

• Translate customer requirements into practical technical or AI-driven solutions

• Conduct customer walkthroughs, demos, onboarding sessions, and proof-of-concept (POC) discussions

• Guide customers in adopting platform capabilities and best practices

• Build strong customer relationships through proactive communication and engagement

• Act as a bridge between customers and internal teams for smooth collaboration

• Provide consultation on workflows, automation approaches, and platform utilization

• Support adoption tracking, engagement activities, and customer success initiatives

• Simplify and explain technical concepts clearly to non-technical stakeholders

• Contribute towards improving overall customer experience and satisfaction

Required Skills & Qualifications Educational Qualification Bachelor’s degree in Engineering, Computer Science, Information Technology, Science stream, or equivalent

• Technical Fundamentals

• Basic understanding of AI, Generative AI, and LLM concepts

• Awareness of prompts, tokens, and AI model fundamentals

• Understanding of APIs, integrations, and automation workflows

• Familiarity with SDLC and Agile/Scrum methodologies

• Understanding of incident management and escalation handling processes

• Familiarity with cloud/SaaS platforms and engineering ecosystems

• Basic understanding of monitoring, logging, and troubleshooting approaches

• Exposure to developer tools, CI/CD concepts, or engineering platforms is preferred

• Customer Success & Communication Skills

• Strong verbal and written communication skills

• Strong stakeholder management and customer-facing capability

• Ability to explain technical concepts in a simple and structured manner

• Customer-centric and solution-oriented mindset

• Strong ownership and accountability

• Ability to manage customer escalations and follow-up governance effectively

• Good presentation, consultation, and coordination skills

• Problem Solving & Behavioral Expectations

• Strong analytical and troubleshooting skills

• Ability to learn new technologies and platforms quickly

• Curiosity towards AI-driven solutions and automation ecosystems

• Logical thinking and problem-solving capability

• Ability to work in fast-paced and evolving environments

• Strong collaboration and teamwork mindset

• Positive attitude with willingness to take ownership and initiative

Preferred Qualifications

• Exposure to AI/LLM platforms such as OpenAI APIs or similar technologies

• Familiarity with Agentic AI frameworks or orchestration platforms

• Experience with ITSM tools such as ServiceNow

• Exposure to automation workflows, AI integrations, or prompt engineering concepts

• Prior experience in Technical Support, Technical Account Management, DevOps, Customer Success, or Implementation roles

• Experience creating technical documentation, playbooks, or customer training materials

• Evaluation Criteria During Interview Candidates Will Be Evaluated Based On

• Communication and customer-handling capability

• Technical fundamentals and conceptual understanding

• Troubleshooting and analytical thinking

• Customer success and consultation approach

• Learning mindset and adaptability

• Ownership and accountability

• Resume/project depth and practical understanding

• Ability to simplify and explain technical concepts clearly

Important Note This role does not require deep enterprise-level AI architecture expertise or highly specialized implementation experience. We are primarily looking for candidates with strong technical fundamentals, customer-facing problem-solving capability, communication skills, adaptability, and willingness to learn emerging technologies and platforms.