Senior Customer Success Engineer

Job Description

About the Role

As a Senior Customer Success Engineer, you will be the first point of contact for any technical and/or non-technical issues that the customers face with our product. This role involves debugging technical issues including mobile apps, and troubleshooting issues related to the integration of our SDK (Android, iOS, and Web platforms). You will be dealing with customers across the globe, hence, an opportunity to articulate a solution and workaround with all our customers. In this role, you will have the unique opportunity to own the issue till closure without dropping the ball in between.

What will you do?

• Provide efficient and accurate technical assistance to ensure customer satisfaction.
• Provide escalated technical and triage support for other teams.
• Actively contribute to our online support documentation.
• Work closely with Engineering, Product, and Customer Success teams.
• Help define and execute support team processes.
• Leverage product expertise and technical knowledge to delight customers.
• Responsible for responding to customer emails and driving excellent customer experience.

What are we looking for? Must have:

• Engineering degree (Computer Science preferred)
• 2 years of programming experience (API/ Web/ Mobile)
• Strong basics and concepts of any programming language
• Excellent communication skills & strong customer focus
• Proven analytical / problem-solving ability
• Ready to work in shifts as per the requirements of the company.

Good to have:

Behavioral Competencies:

• Listens actively, is responsive, accepts feedback graciously
• Has a clear and well-structured thought process and communicates effectively
• Gives feedback to Managers

Functional Competencies:

• Delivers outcomes & resolutions on time, accurately and independently.
• Ability to control emotions in the face of challenging situations

Technical Knowledge:

• Knowledge of multiple Mobile Development (Android, iOS, Hybrid) is required.

Measures of Success:

• Customer Satisfaction CSAT Score/ Periodic Feedback from customers
• First-time resolution rate
• Adherence to support SLAs
• Quality of response

Who will you report to:

Manager - Global Support

Why join us?

• Be a part of a global growth stage startup
• Work in a fast-paced, dynamic environment where your contribution matters
• You are passionate about technology and its impact on the high-growth mobile technology space
• Innovate at scale, with learning opportunities

What is working at CleverTap like?

• Be a part of a global category creator - hyper growth B2B SaaS startup
• Work in a fast-paced, dynamic environment where your contribution matters
• Work, performance and results are real sources of happiness in addition to the fun of working with and celebrating success with an exceptionally talented team
• Accountability and driving outcomes is the key to success
• Your career here is limited by you and nothing else
• Teamwork trumps individual success
• You are passionate about experience technology and its impact on enabling growth
• Innovate at scale, with learning opportunities and having fun along the way

About the Function:

Customer Success at CleverTap is a relationship-focused client management team, comprising tech experts, solution architects, and delivery managers that align customer goals for beneficial outcomes. Customer success at CleverTap focuses on ensuring customers achieve their desired outcomes while using CleverTap products. We are a team of Growth Pilots where everyone works together towards a common objective:

• P : Act with First Principles
• I : Take Initiative
• L : Seek to Learn
• O : Take Ownership of Outcomes
• T : Help Achieve Together
• S : Speak up then Commit

About CleverTap:

CleverTap is the all-in-one engagement platform that helps brands unlock limitless customer lifetime value by helping them create personalized experiences to retain their most valuable customers. The platform empowers businesses to orchestrate experiences for individuals across their lifecycles and design personalized journeys that span a lifetime. It offers analytics that encompasses every aspect of the lifecycle, enabling businesses to measure and optimize each experience in real time. Its unique AI capability is insightful, empathetic, and prescriptive, facilitating smarter and faster decisions. The all-in-one platform unifies experiences from every touchpoint, paving the way for a new era of customer engagement. The platform is powered by TesseractDB the worlds first purpose-built database for customer engagement, offering both speed and economies of scale.

CleverTap is trusted by 2000 customers, including Electronic Arts, TiltingPoint, Gamebasics, Big Fish, MobilityWare, TED, English Premier League, TD Bank, Carousell, AirAsia, Papa Johns, and Tesco. Backed by leading investors such as Peak XV Partners, Tiger Global, Accel, CDPQ, and 360 One, the company is headquartered in Mountain View, California, with presence in San Francisco, New York, So Paulo, Bogota, London, Amsterdam, Sofia, Dubai, Mumbai, Bangalore, Delhi, Singapore, and Jakarta.

For more information, visit or follow us on LinkedIn and X.

Locations

Mumbai

CLEVERTAP Customer Success / Full-Time / On-site

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