Senior Customer Success Engineer
CleverTap
Customer Service, Sales & Business Development
Mumbai, Maharashtra, India
Posted on Oct 21, 2024
About the Role:
As a Senior Customer Success Engineer, you will be the first point of contact for any technical and/or non technical issues that the customers face with our product. This role involves debugging technical issues including mobile apps, and troubleshooting issues related to the integration of our SDK. (Android, iOS, and Web platforms). You will be dealing with customers across the globe, hence, an opportunity to articulate a solution and workaround with all our customers. In this role, you will have the unique opportunity to own the issue till closure without dropping the ball in between.
What will you do:
- Provide efficient and accurate technical assistance to ensure customer satisfaction.
- Provide escalated technical and triage support for other teams.
- Actively contribute to our online support documentation.
- Work closely with Engineering, Product, and Customer Success teams.
- Help define and execute support team processes.
- Leverage product expertise and technical knowledge to delight customers.
- Responsible for responding to customer emails and driving excellent customer experience.
What are we looking for?
Must have:
- Engineering degree (Computer Science preferred)
- 2+ years of programming experience (API/ Web/ Mobile).
- Strong basics and concepts of any programming language
- Excellent communication skills & strong customer focus.
- Proven analytical / problem-solving ability.
- Ready to work in shifts as per the requirements of the company.
Good to have:
Behavioral Competencies:
-Listens actively, is responsive, accepts feedback graciously
-Has a clear and well-structured thought process and communicates effectively
-Gives feedback to Managers
Functional Competencies:
-Delivers outcomes & resolutions on time, accurately and independently.
-Ability to control emotions in the face of challenging situations
Technical knowledge:
- Knowledge of multiple Mobile Development (Android, iOS, Hybrid) is required.
Measures of Success:
- Customer Satisfaction CSAT Score/ Periodic Feedback from customers
- First-time resolution rate
- Adherence to support SLAs
- Quality of response
Who will you report to: Manager - Global Support
Why join us?
- Be a part of a global growth stage startup
- Work in a fast-paced, dynamic environment where your contribution matters
- You are passionate about technology and its impact on the high-growth mobile technology space
- Innovate at scale, with learning opportunities
What is working at CleverTap like?
- Be a part of a global category creator - hyper growth B2B SaaS startup
- Work in a fast-paced, dynamic environment where your contribution matters
- Work, performance and results are real sources of happiness in addition to the fun of working with and celebrating success with an exceptionally talented team
- Accountability and driving outcomes is the key to success
- Your career here is limited by you and nothing else
- Teamwork trumps individual success
- You are passionate about experience technology and its impact on enabling growth
- Innovate at scale, with learning opportunities and having fun along the way!
About CleverTap
CleverTap is the leading all-in-one customer engagement platform, trusted by over 2,000 global brands—including marquee Fortune 500 companies —to deliver personalized experiences at scale. Recognized as a leader in customer engagement by Forrester and Gartner, and ranked among G2’s Top 10 Best Software Companies in India, we empower brands to build long-lasting customer relationships.
At the forefront of our innovation is Clever.ai, driving the next wave of AI-powered engagement. With Clever.ai, brands can stay ahead in a rapidly evolving market, creating deeper connections that spark loyalty and growth. Underpinning Clever.ai is TesseractDB™, our purpose-built, 11-patent data platform designed for speed and cost efficiency in customer engagement.
Backed by Accel, Peak XV Partners, Tiger Global, CDPQ, and 360 One, CleverTap is headquartered in San Francisco, with offices in Seattle, Toronto, Vancouver, London, São Paulo, Bogota, Mexico, Amsterdam, Sofia, Dubai, Mumbai, Bangalore, Gurgaon, Singapore, Ho Chi Minh City, Manila, and Jakarta.
Join us in shaping the future of engagement.
If you think you’d be a good fit for this role, we’d love for you to apply!
CleverTap is dedicated to establishing an inclusive culture that welcomes individuals from diverse backgrounds, encouraging them to contribute their unique perspectives to our workplace.
We are committed to cultivating an empowering environment, enabling each of us to reach the peak of our professional careers.
We're excited to showcase what we have to offer!