Customer Success Engineer

2 weeks ago

Delhi, Delhi, India miniOrange Full time
Customer Success Engineer


We are seeking a dynamic and customer-focused individual to join our team as a Customer Success Engineer (SaaS related experience preferred) who specializes in understanding all of the aspects of a technical product and explaining them to current and potential customers.

The ideal candidate is passionate about building strong relationships, understanding customer needs, strong technical skills in product deployment and troubleshooting to drive positive outcomes.

Existing experience in Security or IAM Domain is a plus.

Status:
Full Time, Employee

Experience: 2 to 5 years

Qualification:
Bachelor's degree in computer science, Engineering, or related technical field (or equivalent practical experience).

Location:
Baner, Pune

Roles & Responsibilities:

Technical Troubleshooting:
Diagnose and resolve complex technical issues related to our product or service. Analyze problems and provide timely, effective solutions to meet customer needs.

Customer Support:

Interact with customers via various communication channels (phone, email, chat, etc.) to understand their concerns, provide guidance, and ensure a positive customer experience.


Customer Engagement and Product Demonstration:

Collaborate with customers to understand their needs, conduct product demonstrations, and effectively communicate the value proposition of our solutions.

Proof of Concept (POC) and Deployment: Work closely with the sales and technical teams to conduct POCs, ensuring smooth deployment of solutions tailored to meet customer requirements.


L1/L2 Support:

Provide Level 1 and Level 2 support, including responding to customer inquiries, resolving technical issues, and documenting solutions to contribute to our knowledge base.


Documentation:
Maintain detailed and comprehensive documentation of customer interactions, troubleshooting steps, and solutions provided. Create knowledge base articles to assist customers and internal teams.

Collaboration:
Work closely with cross-functional teams including product development, sales, and support to escalate and resolve customer issues

Customer Conversion:

Identify opportunities and leverage your interactions to drive customer cases towards successful resolution and conversion, contributing to overall customer retention and growth.


Training and Education:
Conduct product training sessions for customers to enhance their understanding and utilization of our products/services.

Feedback and Improvement:

Gather customer feedback, identify recurring issues, and collaborate with the team to improve product/service functionality and overall customer satisfaction.


Requirements:


Proven experience of 2+ years in a technical support or customer success role, preferably in a software company in Security or IAM Domain.

Bachelor's degree in Computer Science, Engineering, or related technical field (or equivalent practical experience).
Excellent sales and customer service skills with a proven ability to explain technical products to technical and non-technical audiences.
In depth experience with deploying and testing applications, APIs would be a great plus.

Setup and Troubleshoot integration between our product and third party services such as VPN, Active Directory, IAM services and other SaaS products.

Familiarity with programming languages, APIs, databases, and web technologies.
Proficiency in documenting procedures, troubleshooting steps, and creating knowledge base articles.
Customer-focused mindset with a passion for delivering exceptional service.
Self-motivated team player with the ability to work independently and collaboratively in a fast-paced environment.
Willingness to take ownership of customer issues and drive them towards resolution and conversion.

What We Offer You:
A constant stream of new things for you to learn. We're always expanding into new areas and exploring new ideas.
A set of extraordinarily talented and dedicated peers.
A stable, collaborative, and supportive work environment.

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