Customer Success Engineer

Role Overview

The Customer Success Engineer will play a hybrid role,bridging technical product support and customer onboarding. This person will be responsible for addressing technical queries, helping customers onboard smoothly, and supporting users who may not be tech-savvy, particularly in Hindi-speaking regions.

Key Responsibilities

• Handle platform-related queries, e.g.:
  
• Where do I upload my product catalog?
  
• Which API do I use to integrate a specific feature with Shopify?
  
• Support the onboarding process for new customers on the Talkinshop platform.
  
• Explain product features and technical solutions clearly and simply, avoiding jargon.
  
• Troubleshoot issues, guide users step-by-step, and resolve tech-related glitches.
  
• Assist with understanding and using tools like Meta Business Suite and other platform integrations.

• Communicate efficiently and patiently with retailers and small business owners.
  

Required Skills & Competencies

• Fluent in Hindi and English (must-have): The customer base right now is predominantly Hindi-speaking, particularly in Tier 2, 3, and 4 cities in Maharashtra and North India.
• Strong communication skills: Able to simplify complex topics and explain without confusion
• Experience with APIs, JSON configuration, or similar technical implementations
• Comfortable working with technical documentation and configuration files
• Basic understanding of chatbot/conversational AI concepts (preferred)
• Proficiency in troubleshooting technical issues and finding solutions
• Basic knowledge of JavaScript and related technologies
• Friendly, approachable, and likeable personality.
• High level of patience and empathy, especially when handling repetitive or basic questions.
• Debugging and troubleshooting: Should be able to help with product flows and resolve issues efficiently.
  Desired Experience
• 14 years in Tech Support, Customer Experience, or Customer Success roles, ideally in a product-based company.
• Preferably from domains such as:
• Fitness and wellness apps
• Finance/taxation software (e.g., QuickBooks)
• Retail-tech or SaaS platforms for small businesses
• Should have worked with non-tech-savvy users or small business owners.