Scaletrix.ai - Senior Technical Support Manager - SaaS

2 months ago

GurgaonGurugram, India Scaletrix Full time

About Us :

Scaletrix AI is a Data Analytics and AI services provider with 15 years of shining experience in the sector. A team of alumni leads it from McKinsey, BCG, ZS, Genpact, Citi, IIT, ISB, FMS, and CMU. Scaletrix AI has helped various companies develop end-to-end solutions by bringing data engineering and data sciences together. Additionally, the company is a strategic partner of Heap Analytics, providing platform selling, onboarding, managed services, and client management services to Heap customers.

About the job :

A strong customer support team is a major reason why companies choose Heap as the source of truth for all their customer data and why Heap customers love it so much We're looking to hire experienced Solution Engineers (SE) to help our customers understand our product and make the most of their data. Customers use Heap to make critical business decisions, and you'll be on the front line, helping them by answering their emails, debugging complex technical issues, and devising strategies to help them get the most out of the product. You'll work closely with Heap's Customer Success Managers, Sales, and Product to advocate for the customers.

In this role, you will work on :

Client Management

- Form close relationships with Heap customers, who will consider you part of their team.

- Advocate for the best customer experience. Internally, you'll serve as the voice of our customers when defining product requirements with engineers or helping marketers educate the world about analytics.

- Product Expertise within SaaS domain

- Become more knowledgeable about analytics infrastructure than anyone else. You will have complete context on the product and become an expert in the larger analytics space.

- Communicate technical concepts clearly. You will convey sound data principles to a wide range of audiences : product managers, marketers, data scientists, engineers, and C-level executives.

Process Excellence

- Constantly iterate on various processes. You'll work cross-functionally and work on special projects internally to help Heap scale as fast as possible.

KRA :

- Answer hundreds of customer questions

- Triage and prioritize bugs and feature requests

- Act as internal support for our sales, marketing, and engineering teams

- Understand Heap's backend infrastructure

- Use advanced technical tools to debug complex issues

- Advise customers on the optimal way to install and implement the product for their use-case

- Understand and aggregate customer use cases to help our Product and Engineering teams design critical product improvements

- Know Heap like the back of your hand

- Come up with clever workarounds to push Heap to the limits

- Help customers with every question, whether it is joining data in Heap SQL or analyzing data within the UI

- Use SQL to query our systems and debug any complex issue thrown your way

- Be able to point to the code line causing bugs and write your own scripts to make the support team more efficient.

What we are looking for :

- 1-3 years of demonstrated expertise in technical support or a related role, preferably within a dynamic SaaS organization.

- At least 1.5 years of hands-on experience with HTML, CSS, JS, SQL, and working with various APIs within a professional capacity

- Stellar written communication skills

- A passion for helping people

- (Bonus) Knowledge of the analytics market and data infrastructure

- (Bonus) Experience with Zendesk, Postgres, Kibana, Datadog, AWS Athena

(ref:hirist.tech)

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