Customer Success Engineer

• Receive escalation tickets, apply a structured troubleshooting protocol and provide timely resolution.
• Communication with customers is predominantly over the e-mail channel, but also via phone, online meetings, and chat conversations.
• Evaluate the needs of customers and work in a creative, proactive manner to resolve technical issues.
• Take complete ownership of the escalated tickets and collaborate with the relevant technology teams for a swift resolution.
• Document troubleshooting and problem resolution steps, accurately record data into CRM and other relevant tools.
• This role is primarily for the US timezones.

Skills Required

• Excellent communication skills.
• Ability to write concisely with clarity.
• Ability to work in a 24/7 work environment.
• Orientation to technology in general, specifically web technologies API, HTML, CSS, JSON, SQL, and JavaScript.
• Be a team player who can work seamlessly across various teams to achieve a common goal.
• Excellent customer advocacy and consultative skills.
• Strong multitasking and prioritization abilities.
• At least 3 plus years of experience as an individual contributor in a customer success or a technical support role.
• Should have worked previously in US time zones for at least one year.