This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Support Engineer based in India.
This is a high-visibility customer-facing role supporting an enterprise AI platform designed to transform supply chain decision-making.
You will resolve Level 1 and Level 2 customer issues while developing deep expertise across a technically sophisticated SaaS environment.
The role combines hands-on troubleshooting with opportunities to improve support processes, documentation, automation, and knowledge management.
You will work closely with Engineering, Product, Content, and Customer-facing teams to ensure issues are resolved accurately and efficiently.
As part of a 12-month rotational program, you will gain broad exposure to Customer Success, Professional Services, and AI-focused support.
The position is ideal for a curious, analytical professional who enjoys solving complex problems and turning recurring challenges into scalable solutions.
It also provides a strong foundation for future growth into technical, customer-facing, and professional services roles within a high-growth technology environment.
Accountabilities
- Handle Level 1 and Level 2 customer support tickets, investigating issues and delivering accurate, timely, and structured resolutions.
- Develop strong platform expertise to troubleshoot increasingly complex customer questions with precision and confidence.
- Communicate clearly with customers, translating technical concepts and findings into accessible, professional responses.
- Monitor support requests for recurring issues, trends, and patterns that could indicate opportunities for product, process, or documentation improvements.
- Identify opportunities to automate repetitive support activities and help develop scalable workflows that improve efficiency and customer experience.
- Create, maintain, and improve knowledge resources, documentation, and support processes to make issue resolution more consistent.
- Collaborate closely with Engineering, Product, Content, Customer Success, and Professional Services teams to investigate issues and establish effective feedback loops.
- Take ownership of customer issues from initial investigation through resolution, escalation, and follow-up when required.
- Participate in a 12-month rotational program, gaining practical exposure to multiple customer-facing and technical functions.
- Contribute to the development of support infrastructure and processes as the organization scales.
Requirements
- 1–6 years of experience in L1/L2 technical support, platform operations, analytics, or another customer-facing technical role.
- Demonstrated ability to investigate and resolve complex technical issues accurately, efficiently, and with a strong customer focus.
- Excellent written communication skills, with the ability to provide structured responses and translate technical information into clear, accessible language.
- Strong analytical and problem-solving abilities, combined with a high degree of ownership and accountability.
- Proactive mindset with the ability to identify recurring problems and recommend scalable solutions through automation, documentation, or workflow improvements.
- Strong collaboration skills and comfort working with Engineering, Product, Content, and other cross-functional teams.
- Ability to learn quickly and operate effectively in a high-growth SaaS environment involving enterprise software, AI, and complex business processes.
- Experience supporting enterprise SaaS platforms or technically sophisticated products is preferred.
- Background in Computer Science, Engineering, Analytics, or a related discipline is an advantage.
- Familiarity with supply chain, planning, or related business concepts is a strong plus.
- Experience using ticketing platforms such as Zendesk, Freshdesk, or similar tools is preferred.
- Familiarity with AI-powered tools and technologies is an advantage.
- Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
Benefits
- Fully remote position based in India.
- Less than 10% travel, primarily for team collaboration or customer workshops as needed.
- 12-month rotational program providing broad exposure across Customer Success, Professional Services, and AI support.
- Direct opportunities to develop expertise in enterprise SaaS, artificial intelligence, and supply chain technology.
- Exposure to the full customer support lifecycle, including troubleshooting, knowledge management, automation, and process improvement.
- Opportunity to collaborate closely with Engineering, Product, Content, and customer-facing teams.
- Strong potential for career growth into technical, customer-facing, Customer Success, Professional Services, or related roles.
- Opportunity to contribute to the evolution of support infrastructure and scalable operational processes.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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