Technical Professional with Project Leadership Capabilities

1 day ago

Kota, Rajasthan, India beBeeStrategic Full time ₹ 30,00,000 - ₹ 40,00,000
Senior Customer Support Engineer Position

We are seeking a seasoned technical professional to join our team as a Senior Customer Support Engineer. In this critical role, you will combine deep technical expertise with project leadership capabilities to support mission-critical client environments and drive successful implementation of our solutions.

As a technical expert with 10–15 years of experience, you will act as the primary technical interface between our organization and clients—resolving escalated issues, managing complex deployments, and ensuring operational excellence. You'll be expected to bring strategic thinking, mentor junior staff, improve processes, and contribute directly to both client satisfaction and organizational success.

This role is ideal for a professional who has grown through hands-on technical roles and evolved into project leadership, and who now seeks a strategic, high-impact position with both technical depth and customer-facing influence.

Job Responsibilities:
  • Critical Issue Resolution: Serve as the senior escalation point for advanced technical support queries, ensuring resolution of high-priority issues with urgency and precision.
  • Root Cause Analysis: Lead root cause analysis (RCA) efforts, collaborating with engineering and product teams to drive permanent fixes and continuous improvement.
  • Support Best Practices: Establish and uphold support best practices, authoring detailed knowledge base articles, runbooks, and diagnostic procedures for both internal teams and customers.
  • SLA Adherence: Monitor SLA adherence for response and resolution times and proactively implement measures to exceed customer satisfaction (CSAT) expectations.
  • Mentorship: Guide and 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 rollouts.
  • Project Governance: Define and maintain project charters, schedules, and resource plans, ensuring clear accountability across stakeholders.
  • Risk Management: Anticipate project risks and develop robust mitigation strategies; oversee scope, timeline, and budget adherence across multiple concurrent initiatives.
  • Collaboration: Drive cross-functional collaboration across engineering, QA, operations, and customer success teams to achieve seamless project delivery.
  • Client Relationship: Cultivate long-term relationships with senior client stakeholders, serving as a strategic technical advisor aligned with their evolving business goals.
  • Client Enablement: Conduct executive-level briefings, solution workshops, and enablement programs tailored to client maturity and adoption stage.
  • Customer Feedback: Represent the voice of the customer internally, bringing critical feedback into product roadmaps, architecture discussions, and support strategy.
  • Value Creation: Promote long-term client value through proactive engagement, anticipating future needs and recommending enhancements or upgrades.
  • Operational Excellence: Analyze historical support and project data to identify systemic issues and opportunities for process optimization.
  • Process Improvement: Lead initiatives to streamline operations—automating workflows, improving documentation quality, and refining support methodologies.
  • KPIs and Trends: Contribute to internal reviews and planning cycles by presenting KPIs, trends, and risk forecasts related to client performance, issue frequency, and delivery metrics.
  • Culture of Excellence: Drive a culture of excellence, ownership, and innovation across all aspects of customer delivery and support.

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