Senior Technical Solutions Expert

2 days ago

Madurai, Tamil Nadu, India beBeeCustomerSupport Full time ₹ 1,69,97,000 - ₹ 2,41,99,000
Job Overview

We are seeking an experienced professional to fill the role of Senior Customer Support Engineer. This hybrid position requires a blend of technical expertise and project leadership capabilities to support critical client environments and drive successful solution implementation.

Key Responsibilities:
  • Serve as the primary point of contact for advanced technical support inquiries, ensuring timely resolution of high-priority issues with precision.
  • Lead root cause analysis efforts, collaborating with engineering and product teams to identify permanent fixes and opportunities for continuous improvement.
  • Develop and maintain support best practices, authoring comprehensive knowledge base articles, runbooks, and diagnostic procedures for both internal teams and clients.
  • Maintain accurate SLA adherence for response and resolution times, implementing proactive measures to exceed customer satisfaction expectations.
  • Mentor junior support engineers, fostering technical growth and enhancing team performance.
Project Management:
  • Independently manage full lifecycle technical projects including client onboarding, integration, platform upgrades, and solution deployments.
  • Define and maintain project charters, schedules, and resource plans, ensuring clear accountability across stakeholders.
  • Provide senior-level project governance, communicating directly with client executives and internal leadership to align on scope, timelines, and business outcomes.
  • Identify and mitigate project risks; oversee scope, timeline, and budget adherence across multiple concurrent initiatives.
  • Drive cross-functional collaboration across engineering, QA, operations, and customer success teams to achieve seamless project delivery.
Client Relationship & Enablement:
  • Cultivate long-term relationships with senior client stakeholders, serving as a strategic technical advisor aligned with their evolving business objectives.
  • Conduct executive-level briefings, solution workshops, and enablement programs tailored to client maturity and adoption stage.
  • Promote the voice of the customer internally, bringing critical feedback into product roadmaps, architecture discussions, and support strategy.
  • Anticipate future client needs and recommend enhancements or upgrades to promote long-term value.
Operational Excellence & Continuous Improvement:
  • Analyze historical support and project data to identify systemic issues and opportunities for process optimization.
  • Lead initiatives to streamline operations—automating workflows, improving documentation quality, and refining support methodologies.
  • Present KPIs, trends, and risk forecasts related to client performance, issue frequency, and delivery metrics during internal reviews and planning cycles.
  • Drive a culture of excellence, ownership, and innovation across all aspects of customer delivery and support.

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