Technical Service Professional

1 day ago

Kannur, Kerala, India beBeeCustomer Full time ₹ 2,00,00,000 - ₹ 2,50,00,000
Senior Customer Support Engineer

We are seeking an experienced technical professional to support mission-critical client environments.

This is a strategic, high-impact position that requires a seasoned expert with 10–15 years of experience in technical support, systems engineering, or customer-facing IT services.

Key Responsibilities:
  • Serve as the senior escalation point for advanced technical support queries, ensuring resolution of high-priority issues with urgency and precision.
  • Lead root cause analysis (RCA) efforts, collaborating with engineering and product teams to drive permanent fixes and continuous improvement.
  • Establish and uphold support best practices, authoring detailed knowledge base articles, runbooks, and diagnostic procedures for both internal teams and customers.
  • Monitor SLA adherence for response and resolution times and proactively implement measures to exceed customer satisfaction (CSAT) expectations.
  • Guide and mentor junior support engineers, fostering technical growth and enhancing team performance.
  • Independently manage full lifecycle technical projects including client onboarding, integration, platform upgrades, and solution rollouts.
  • 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.
  • Anticipate project risks and develop robust mitigation strategies; 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.
  • Cultivate long-term relationships with senior client stakeholders, serving as a strategic technical advisor aligned with their evolving business goals.
  • Conduct executive-level briefings, solution workshops, and enablement programs tailored to client maturity and adoption stage.
  • Represent the voice of the customer internally, bringing critical feedback into product roadmaps, architecture discussions, and support strategy.
  • Promote long-term client value through proactive engagement, anticipating future needs and recommending enhancements or upgrades.
  • 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.
  • Contribute to internal reviews and planning cycles by presenting KPIs, trends, and risk forecasts related to client performance, issue frequency, and delivery metrics.
  • Drive a culture of excellence, ownership, and innovation across all aspects of customer delivery and support.

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