Lead Technical Support Engineer

5 days ago


Bangalore, India Whatfix Full time

Who are we?

Whatfix is a leading global player in the Digital Adoption Platform (DAP) landscape, providing a SaaS platform that accelerates product adoption and reduces support and training efforts for large enterprises, predominantly Fortune 500 companies. As we continue to expand and redefine the way companies onboard, train, and support their users, we're looking for a dedicated Lead, Technical Support Engineer to join our team.

About the role:

As a Lead Technical Support Engineer, you would be in charge of leading and supervising the technical support team in addition to offering customers or clients high-level technical assistance and knowledge. You will also be in charge of optimizing and developing support procedures. You'll collaborate with engineering, product management, Solutions, and sales as part of your cross-functional work.

Responsibilities:

  • Responsible for providing L1/L2 technical enablement to Whatfix customers/partners for any product issues
  • Ensure that customer issues are managed within target Service Level Agreements (SLA) and that all incoming technical and product inquiries are responded to in a timely, professional, and effective manner.
  • Participate in solution development and publications for the Whatfix knowledge base resources
  • Report common user issues, suggest product improvements and convey important product feedback
  • Formulate action plans (technical and operational) for analyzing and resolving reported product issues
  • Stay updated on all product features- current, new, and in the pipeline. Work closely with the Product
  • Collaborate with internal teams, including Customer Success, Solutions, PM, Engineering, and Product.
  • Act as an escalation point for complex technical issues, coordinating with internal teams and customers to provide effective solutions within the SLA.
  • Facilitate knowledge sharing and foster a culture of learning within the team.
  • Participate in hiring activities to grow the team as needed, including interviewing, selecting, and onboarding new team members.

Requirements:

  • Bachelor's or Professional degree in a relevant field
  • 5+ years of proven experience in technical support, application support, or any customer-facing role.
  • Strong presentation, verbal, and written communication skills.
  • Proficiency in JavaScript, CSS, and HTML.
  • Familiarity with Enterprise Applications such as Salesforce, MS Dynamics, SAP, and Oracle is a plus
  • That zeal to not let go of a customer without a solution
  • Excellent problem-solving abilities and a customer-centric approach.

Why join us?

  • Work with a top 20 B2B tech company that boasts many Fortune 500 companies as customers.
  • Be part of a company recognized as a global market leader by Gartner in the digital adoption space.
  • Join a team that is customer-obsessed, with a customer rating of 4.7+ on platforms like G2 Crowd & Gartner Peer Insights.
  • Contribute to a company that has been selected as a Gold Stevie Award winner in the 2023 American Business Awards for Customer Service Department of the Year.

If you're excited by the idea of seeing yourself in this role at Whatfix, please apply with your CV. We look forward to learning more about you



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