Customer Success Technical Liaison
3 weeks ago
As a Customer Success Engineer at Mindtickle, you will be the key technical liaison between our customers and the company. This role combines the technical expertise of a Level 2 Support Engineer with the customer-centric focus of Account Management. You will be responsible for investigating technical issues, providing configuration solutions, managing customer relationships, and ensuring the successful implementation and adoption of Mindtickle's products.
Responsibilities
• Diagnose and debug complex technical issues reported by customers.
• Analyze the impact and severity of issues before escalation.
• Capture and analyze client logs using Browser/HAR logs.
Technical Expertise Required
• Proficient in database concepts such as SQL.
• Able to Shell/Bash scripting on MacOS to fetch logs from the database.
• Able to query and analyze logs (Pattern Searching using tools like Sumologic)
• Strong competency in web app debugging (GoLang/Python, GraphQL)
• Experience using Couchbase, AWS services like S3, SES, Cloudwatch and log analysis tools like Datadog/Centri, Sumologic/Splunk is a plus.
Customer Support Skills
• Strong written and verbal communication skills.
• Ability to analyze and prioritize issues based on SLAs and client requirements.
• Experience managing customer relationships in a technical support context.
Additional Qualifications:
• 2-3 years of experience in a client-facing technical support role.
• Familiarity with iPaaS/ETL tools like Workato/Jitterbit is advantageous.
• Familiarity with SAML protocol for setting up SSO with third-party platforms (, Salesforce, Azure, OKTA) is a plus.
• Experience with network log analysis in web browsers is a plus.
About Mindtickle
Mindtickle is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.
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