Support Engineer

4 weeks ago

Bengaluru, India Repletio Full time

As a Customer Success Engineer, you will play a critical role in ensuring the success and satisfaction of our customers. You will be the primary technical point of contact for our customers, providing guidance, troubleshooting assistance, and proactive support to help them maximize the value of our products or services. You will work closely with our sales, product, and engineering teams to understand customer needs, address technical challenges, and advocate for customer success.

Responsibilities :

  • Serve as the primary technical point of contact for assigned customers, building strong relationships and providing personalized support to address their specific needs.
  • Collaborate with sales and customer success managers to onboard new customers, conduct technical demonstrations, and ensure successful implementation of our products or services.
  • Proactively identify opportunities to optimize and enhance the customer experience, providing recommendations and best practices to help customers achieve their goals.
  • Troubleshoot technical issues reported by customers, working closely with our engineering team to resolve complex problems and escalate critical issues as needed.
  • Conduct regular check-ins with customers to gather feedback, assess satisfaction, and identify opportunities for upselling or cross-selling additional products or services.
  • Develop technical documentation, tutorials, and training materials to help customers better understand and utilize our products or services.
  • Assist customers, partners, and sales teams in deployments, upgrades, and maintenance of the LightBeam stack.
  • Stay updated on industry trends and best practices in customer success and technical support, and share knowledge and insights with the degree in Computer Science, Engineering, or related field.
  • 3+ years of experience in a customer-facing technical role, such as customer support engineer or solutions engineer.
  • Strong technical background with experience in software development, system administration, or IT infrastructure.
  • Excellent problem-solving skills and the ability to troubleshoot technical issues independently.
  • Outstanding communication and interpersonal skills, with the ability to build rapport and credibility with customers.
  • Proven track record of delivering exceptional customer service and driving customer satisfaction.
  • Ability to multitask and prioritize competing demands in a fast-paced environment.
  • Experience working with SaaS products or cloud-based technologies is preferred.
  • Must have worked on containerized applications & be familiar with Kubernetes (ref:hirist.tech)

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