Customer Support Engineer

In this role, you will work closely with global customers and internal engineering teams across functions to understand, troubleshoot, and resolve complex technical issues . You will leverage and strengthen your fundamentals across cloud systems, backend services, APIs, data platforms, UI interactions, and AI-powered capabilities while developing deeper technical expertise and taking ownership of customer issues end to end.

Key Responsibilities

• Provide timely, effective technical support to enterprise customers, resolving cloud platform and AI powered feature issues across web, API, and integration layers.
• Interact with customers to understand the problem clearly, gather issue details and guide them through structured troubleshooting steps with clarity and empathy.
• Assist in diagnosing issues using logs, dashboards, and internal tools, and learn to identify root causes over time.
• Own tickets end-to-end - intake to closure - ensuring SLA compliance and clear customer communication throughout.
• Document resolved issues as runbooks and knowledge base articles to reduce repeat incidents.
• Escalate complex issues to L2 with well structured context and initial analysis.
• Gather and report customer feedback to identify product improvement opportunities and feed into the product development cycle.
• Participate in training sessions and workshops to continuously build technical depth and product knowledge.
• Collaborate with Engineering, Product, and QA teams to learn system behavior and improve issue resolution.
• Continuously build technical skills through training, shadowing, and hands-on learning.
  

Requirements

• Graduate (~2 years) with a degree in Computer Science, IT or Electronics with experience in product based company or b2b enterprise SaaS supporting global customers.
• Exceptional written and verbal communication in English - able to explain technical concepts clearly to non-technical users.
• Strong communication skills - able to explain problems and solutions clearly
• Basic understanding of:
  • Web applications (HTTP, APIs, client-server)
  • JSON and REST APIs
• Exposure to any programming language (Python preferred).
• Familiarity with browser dev tools, logs, or debugging basics is a plus.
• Awareness of cloud platforms (AWS or similar) is a plus.
• Familiarity and ability to use AI tools responsibly to accelerate debugging, analysis, and documentation while validating outputs critically.
• Strong problem-solving mindset, detail-oriented, and curiosity to investigate issues.
• Ability to stay calm, structured, and customer-focused in problem situations.
• Willing to work in rotational shifts, including US time zones, to serve global customers.

What This Role Offers

• Exposure to real-world, large-scale production systems supporting global enterprise customers across APIs, integrations, and AI-powered capabilities.
• Opportunity to build deeper technical expertise in troubleshooting distributed systems, modern SaaS platforms, and AI-powered features.
• Hands-on experience in incident management, advanced system diagnostics, root cause analysis, and cross-functional problem-solving.
• Exposure to AI-native ways of working to accelerate debugging, technical investigation, analysis, and problem-solving.
• Opportunities to take ownership of complex customer issues, drive resolutions, and collaborate with engineering and product teams.
• A continuous learning environment that enables growth into advanced technical, product, and domain-specialist roles within Support.
• The opportunity to influence product quality by identifying recurring patterns, sharing customer insights, improving documentation, and driving preventive improvements.