Customer Support Engineer at an exciting Startup in SRE/DevOps Space

Customer Support Engineer

Customer Wow is one of our biggest goals and you will be on the front line building a world class customer support experience and trust. Our customers would be technology folks so we expect our customer support engineers to be significantly hands on in technology. We are looking for energetic people who are excited about solving problems. Empathetic people who can understand a customer’s pain point and work on resolving issues efficiently. People who are keen to learn and improve their skills - so that you could build and grow our Customer Support team as the startup evolves.

Experience

• 2+ years experience in Customer Support 
• Software development experience is a plus
• Excellent verbal and written communication skills
• Knowledge of SaaS business model, SaaS technologies, and related applications
• Knowledge of web development technologies (JavaScript, HTML, CSS) a big plus
• Proven time management skills in a dynamic support environment
• Strong analytical, creative thinking, and problem-solving skills.
• Engineering degree, preferably in Computer Science or any software related course or equivalent practical experience
• Knowledge of relational database and cloud 
• Know how of  programing languages - Java, C#, NodeJS is a plus
• Working knowledge of NewRelic, FullStory, AppDynamics kind of tools is a plus. 

Responsibility 

• Maintain high CSAT/NPS and zero churn by providing highest quality of customer support 
• Own up all reported customer issues and seeing problems through to resolution
• Researching, diagnosing, troubleshooting and identifying solutions to resolve customer issues
• Identify the problem area reported by the customer, whether it’s related to their configuration, setup or code and assist resolving the issue in a timely manner
• Analyze the production logs and database to help the resolving customer issues and queries within a given timeframe for speedy resolution 
• Simulate customer’s data to reproduce use cases, replicate issues and understand the exact customer’s requirements and problems
• Good know how of our product and guide customers with accurate information and help documentation 
• Timely escalation of unresolved issues to the appropriate internal teams
• Ensure proper recording and closure of all issues
• Prepare accurate and timely reports
• Use of efficient tools and technologies for day to day activities 
• Work closely with the Documentation and Knowledge base teams to ensure that sufficient information is available and the content is up to date. Help documentation and improving FAQs, trivia, and tutorials. 
• Continuously perform analysis to improve quality of customer service and support

Personality 

• Passionate about problem solving 
• Customer first attitude 
• Empathy for not just customers but also for team members
• Team player
• Agile enough to learn new technologies and tools on your own
• Self Motivated

Culture Fit 

• At least one hobby outside work domain
• Ownership
• High energy and fun at work 

About Zipy (B2B SaaS - Stealth Mode Startup): 

We are a bunch of 

• Technology Minds (Geeky enough to forget food at times :)  && 
• Self Starters and Learners &&
• Experienced Folks ( experience in startups, surviving IIT food, tech, design, enterprise, B2B, B2C, data…...ok the list can be long) 

Working on a

• Tech Idea (We think it’s also a killer Idea - literally :)  &&
• SaaS B2B Product (meant for Developers like us - so we claim to know this space :D ) &&
• Targeting Small and Medium Businesses

Trying to

• Solve a Developer pain point (You may want to risk trusting us on that.) &&
• Build a world class product 
• Think and Live out of Box ( We are currently bootstrapped but again we have some super creative people on the team) &&
• Have Fun @work (Life ain’t meant to be that serious - we share a lot more than just work) &&
• Be Passionate both (@work and !@work) 

If this excites you and you would like to know more, please reach out to  [email protected]