This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Engineer based in India.
This role is focused on delivering exceptional technical support while strengthening customer success, retention, and long-term value. You will handle complex customer issues, act as a subject matter expert, and take ownership of advanced cases and executive escalations. The position combines technical problem-solving with data-driven service improvement and customer engagement. You will contribute to revenue growth by identifying meaningful opportunities to support attach motions and increase customer adoption. Close collaboration with Engineering, Product, Sales, and other stakeholders will be essential to resolving issues efficiently and improving the overall customer experience. This is an opportunity to influence both operational performance and business outcomes within a fast-paced, customer-focused technology environment.
Accountabilities:
- Deliver high-quality technical and customer support while maintaining strong customer satisfaction, loyalty, and retention.
- Serve as a subject matter expert for complex and advanced technical cases, taking ownership of escalations and supporting executive-level customer concerns.
- Drive critical performance metrics including Customer Satisfaction (CSAT), customer success, retention, attach rate, and revenue contribution.
- Identify and support meaningful attach opportunities through customer interactions, contributing to increased adoption and recurring revenue growth.
- Analyze support data, customer trends, and operational performance to identify opportunities for service improvements and process optimization.
- Collaborate closely with Engineering, Product, Sales, and other cross-functional teams to accelerate issue resolution and improve customer outcomes.
- Apply strong escalation management and structured problem-solving practices to resolve complex issues efficiently.
- Contribute to process improvements that deliver measurable impact against customer experience, retention, and broader business objectives.
- Support team effectiveness through collaboration, knowledge sharing, stakeholder coordination, and informal technical leadership.
Requirements:
- Strong knowledge and practical expertise in CSMB processes and customer support operations.
- Demonstrated experience in technical support, customer success, escalation management, or a closely related environment.
- Strong problem-solving skills with the ability to investigate complex issues, identify root causes, and drive effective resolutions.
- Ability to manage advanced customer escalations with professionalism, ownership, and a customer-first mindset.
- Data-driven approach to decision-making, with the ability to interpret support metrics and use insights to improve service delivery.
- Strong understanding of customer experience, retention, revenue generation, and support performance metrics.
- Excellent collaboration and stakeholder management skills, with the ability to work effectively across Engineering, Product, Sales, and other teams.
- Strong communication skills and the ability to influence outcomes while maintaining productive relationships with customers and internal stakeholders.
- Demonstrated ability to contribute to team leadership, process improvement, and operational excellence.
- Ability to work independently, prioritize competing issues, and consistently meet customer and business objectives.
Benefits:
- Fully remote work opportunity in India.
- Full-time position within a global technology and customer support environment.
- Opportunity to work with complex technical cases and high-value customer interactions.
- Exposure to customer success, retention, revenue growth, and business performance initiatives.
- Opportunity to develop expertise as a technical subject matter expert and escalation specialist.
- Cross-functional collaboration with Engineering, Product, Sales, and other business teams.
- Opportunity to influence support processes and contribute to measurable improvements in customer and business outcomes.
- Professional growth through exposure to advanced technical challenges, customer strategy, and data-driven service optimization.
- Supportive and collaborative environment focused on continuous learning, innovation, and employee development.
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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