Customer Support Engineer

Job Summary

Company: Bik.ai

Location: HSR Layout, Bengaluru

Joining: Immediate

Shift: IST (India Standard Time)

About the Role

As a Customer Support Engineer at Bik, you will be the first point of contact for customers facing technical or product related issues on the Bik and Manifest platform. This is a hands-on, customer facing technical role where you will troubleshoot issues related to Channel integrations, APIs, AI automations and platform workflows.

You will work closely with Indian customers, understand their use cases, diagnose issues, and drive them to resolution by collaborating with Engineering, Product, and Customer Success teams. This role requires strong ownership and you are expected to take issues end to end until closure, without dropping the ball.

What Will You Do

• Act as the primary technical support contact for our customers.
• Troubleshoot and debug issues related to:
• APIs and integrations
• Platform configurations, workflows, and automations
• Shopify and website related issues (as applicable)
• Conduct scenario based testing of AI chatbots to ensure they handle various customer interactions effectively.
• Identify and report any inconsistencies or areas of improvement in chatbot responses.
• Own customer reported issues from first response through final resolution.
• Perform detailed issue triaging and escalate to Engineering with clear problem statements, logs, and reproduction steps.
• Communicate solutions, workarounds, and best practices clearly to customers.
• Work closely with Product, Engineering, and Customer Success teams to ensure smooth issue resolution.
• Contribute to internal knowledge bases and customer facing documentation.
• Identify recurring issues and share insights to improve product stability and customer experience.
• Ensure adherence to defined support SLAs and quality standards.

What Are We Looking For

Must Have

• Engineering degree
• 2+ years of experience in a technical support, solutions engineering, or customer facing engineering role.
• Working knowledge of APIs, web technologies, and integrations.
• Excellent written and verbal communication skills.
• Strong problem solving and analytical abilities.
• Customer first mindset with a strong sense of ownership.

Good To Have

• Experience supporting SaaS or B2B technology products.
• Familiarity with:
• WhatsApp Business Platform / Messaging APIs / Shopify Integrations
• Experience working with US or global customers.
• Ability to read logs, debug issues, and understand technical flows end to end.

Behavioral Competencies

• Listens actively and communicates with clarity and empathy.
• Thinks in a structured manner and articulates solutions effectively.
• Accepts feedback positively and applies it to improve performance.
• Stays calm and professional during escalations or high pressure situations.
• Proactively shares feedback and insights with managers and cross functional teams.

Measures of Success

• Customer Satisfaction (CSAT) scores and qualitative customer feedback.
• First Time Resolution (FTR) rate.
• SLA adherence (response and resolution times).
• Quality, clarity, and effectiveness of customer communication.
• Contribution to documentation and process improvements.