Customer Support Engineer

5 days ago

Hyderabad, Telangana, India Jupiter Meta Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Position Overview

We are seeking a
Customer Support Engineer

who is fluent in English and Hindi to join our team. This is a unique role that combines customer support excellence with hands-on engineering and data analytics capabilities. The ideal candidate will serve as the primary technical point of contact for both our B2C (SuperJ) and B2B (Insight Engine) customers across our Web3 data platforms and applications.

This role requires handling inquiries, resolving technical issues, building data solutions, and ensuring exceptional customer satisfaction through effective communication, problem-solving, and technical expertise. You will be supporting diverse user segments—from enterprise clients and developers using our market research tool to individual consumers engaging with our SuperJ application—while also contributing to internal tools, dashboards, and data analytics projects.

Key Responsibilities

Customer Interaction

  • Handle inbound and outbound support calls in a professional and courteous manner
  • Respond to customer queries via phone, email, and whatsapp channels promptly and accurately
  • Provide clear and comprehensive information about products, services, and policies
  • Document all customer interactions and issues
  • Follow up with customers to ensure complete resolution of their concerns

Issue Resolution

  • Diagnose and troubleshoot technical issues
  • Perform root cause analysis on recurring technical problems
  • Write scripts and code to reproduce, test, and resolve customer-reported issues
  • Escalate critical technical or business issues to appropriate teams with detailed analysis
  • Collaborate closely with engineering and technical teams to resolve product-related problems
  • Work with business teams to address account, billing, or policy-related queries
  • Track and monitor issue resolution to ensure timely closure
  • Identify recurring issues and provide technical feedback to improve products and processes

Data Analytics, AI, and Visualization

  • Leverage AI tools and techniques to analyze customer support data and identify trends
  • Build and maintain automated data analytics pipelines for support metrics
  • Use machine learning models to predict customer issues and proactively address them
  • Extract insights from customer interaction data to improve support processes
  • Create data-driven reports on support performance and customer behavior
  • Design and build interactive dashboards for internal teams
  • Develop real-time monitoring dashboards for system health and customer metrics
  • Build internal tools to streamline support operations and improve team efficiency
  • Maintain and update existing dashboards based on evolving requirements

Required Qualifications

  • Fluency in English and Hindi

is mandatory
- Bachelor's degree in Computer Science, Engineering, Data Science, or related technical field
- At least 1 year of experience in technical support, customer support engineering, or similar role
- Experience with data analytics and visualization projects
- Proficiency in Python, JavaScript, SQL, or other languages is a plus
- Experience with pandas, NumPy, and data visualization tools
- Proficiency in MS Office Suite (Word, Excel, Outlook)
- Comfortable learning and navigating new software platforms
- Basic troubleshooting skills
- Customer-centric mindset with empathy and patience
- Knowledge of additional regional languages (Telugu, Tamil, Kannada, Malayalam)

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