Customer Success Engineer

About the Role: As a 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.Note: You will be working in Shifts for this roleWhat 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 responseWho will you report to:Associate Director - Global SupportWhy join us Contribute to a product backed by 11 technology patents, showcasing industry-leading innovation. You are passionate about technology and its impact on the high-growth mobile technology space Power personalized engagement at scale, processing over 30 billion events daily and reaching 3+ billion devices worldwide. Flourish in an Environment that Nurtures Growth and CuriosityLearn More Get to know us better before you apply Check out our product documentation, engineering blog, and customer stories to see how we work and what we value. Clever.AI CleverTap Developer Documentation Blogs TesseractDB™ CleverTap Product Demo ValuesAbout 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 isClever.AI , driving the next wave of AI-powered engagement. WithClever.AI , brands can stay ahead in a rapidly evolving market, creating deeper connections that spark loyalty and growth. UnderpinningClever.aiis 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.For more information, visithttps://clevertap.com/or follow us onLinkedinandX .Join us in shaping the future of engagement.CleverTap is dedicated to establishing an inclusive culture that welcomes individuals from diverse backgrounds, encouraging them to contribute their unique perspectives to our workplace.