Customer Success Engineer

Customer Success Engineer (India)

Location: Anywhere in India (Fully Remote)

Industry: Software Development

Work Setting: Fully Remote

Are you passionate about helping users navigate cutting-edge technology while delivering exceptional support experiences Join a fast-growing, innovative team where you'll be the first point of contact for users, ensuring they receive timely, professional, and solution-focused assistance. This role combines technical problem-solving, customer support, and collaboration with engineering teams to improve product performance and user satisfaction.

Key Responsibilities

• Investigate and resolve user-reported issues by reproducing problems, identifying root causes, and distinguishing between usability concerns, configuration issues, and genuine system defects.
• Analyze application behavior using logs, monitoring tools, network diagnostics, and data analysis techniques to understand and troubleshoot production issues.
• Assess and prioritize reported concerns, escalating technical defects when necessary while resolving other issues through guidance, configuration adjustments, or process improvements.
• Identify recurring trends, potential risks, and opportunities for product enhancements, sharing insights with relevant stakeholders.
• Develop and maintain documentation, knowledge articles, and troubleshooting guides to improve support efficiency and reduce repeat issues.
• Deliver clear, accurate, and empathetic communication while maintaining a positive and professional customer experience.

What We're Looking For

• Strong troubleshooting and analytical skills with the ability to investigate issues across modern web-based platforms.
• A degree in Computer Science, Software Engineering, Information Technology, or a related technical discipline, and/or relevant experience in a fast-paced technology environment.
• Experience working with or supporting modern web applications built using contemporary frameworks and technologies.
• 2-5 years of experience in technical support, customer success, application support, or a related role is highly valued.
• Interest in and familiarity with artificial intelligence technologies, including large language models, generative AI tools, or intelligent automation solutions.
• Understanding of AI behavior, including output evaluation, edge cases, system limitations, and troubleshooting techniques.
• Exposure to AI platforms, APIs, automation frameworks, or conversational AI tools is considered a plus.
• Excellent written communication skills with the ability to engage users in a friendly, professional, and approachable manner.

Why You'll Enjoy This Role

• Work at the intersection of customer experience, technology, and AI innovation.
• Collaborate closely with technical teams to solve complex challenges and improve products.
• Gain hands-on exposure to modern SaaS applications, web technologies, and emerging AI solutions.
• Make a direct impact by helping users succeed while influencing product improvements through your insights and feedback.