Customer Support Engineer

Position : Customer Support Engineer

Company : Launch Ventures (for )

Location : Hyderabad Telangana (onsite)

About Launch Ventures

Launch Ventures is a niche award-winning technology firm that co-creates products alongside domain experts ranging from early-stage startups to Fortune 500 enterprises. We ve built globally scaled products some of which have attracted investments from Google. Our work spans across modern technologies including AI / ML IoT Blockchain Cloud and full-stack web / mobile applications.

We take pride not just in writing great code but in launching ventures that matter. Our culture emphasises product ownership technical craftsmanship and long-term impact.

is one of our fastest-growing ventures. It s a next-generation WhatsApp Commerce platform designed to empower small and mid-sized businesses to sell more effectively communicate seamlessly and operate smarter.

About the Role

As a Customer Support Engineer you will be the first line of communication between our customers and the product. This is not just a support role you ll act as a trusted partner to users by troubleshooting issues guiding them through solutions and ensuring a seamless experience on the platform. Your contributions will directly influence product adoption satisfaction and retention.

This role is ideal for someone who thrives on interacting with people is comfortable with technology and is driven by the satisfaction of resolving issues quickly and effectively.

Key Responsibilities

Customer Assistance

Respond promptly and professionally to customer inquiries via phone email chat or ticketing systems.

Act as a point of contact for troubleshooting product issues onboarding queries and general user guidance.

Technical Troubleshooting

Diagnose and resolve issues related to the platform including product configurations integrations (e.g. WhatsApp Business API payment gateways) and user access problems.

Assist users in resolving connectivity issues API errors or data sync problems with platforms such as Shopify WooCommerce and others.

Documentation and Knowledge Sharing

Maintain detailed records of customer interactions reported issues troubleshooting steps and resolutions in the CRM.

Create and contribute to internal knowledge bases and customer-facing support articles or FAQs.

Issue Escalation & Collaboration

Work closely with the engineering and product teams to escalate unresolved or complex issues with complete context.

Provide feedback from users to help improve product usability and customer satisfaction.

Process & Quality Improvements

Recommend process improvements or automation opportunities to enhance support quality and reduce turnaround times.

Help refine onboarding and support play-books for faster consistent customer issue resolution.

Customer Experience Management

Build rapport with customers and ensure a high degree of empathy and clarity in communication.

Monitor support KPIs (response time resolution time CSAT scores) and strive for continuous improvement.

Requirements

What We re Looking For

Educational Background :

Bachelor s degree in any discipline (a technical or computer science background is preferred).

Experience :

1 3 years of experience in a customer support technical support or client services role.

Prior experience supporting SaaS eCommerce or B2B platforms is a strong advantage.

Hands-on experience dealing with phone-based queries is essential.

Skills :

Strong communication skills clear concise and empathetic.

Ability to explain technical concepts in simple non-technical language.

Comfortable working with support tools like Freshdesk Zendesk HubSpot or similar CRMs.

Familiarity with WhatsApp commerce tools APIs or payment integrations is a plus.

Multilingual communication (especially regional Indian languages) is a bonus.

Benefits

Why Join Us

Opportunity to work on a high-impact product serving small and growing businesses.

Dynamic startup-like environment with the stability and mentorship of an experienced leadership team.

Learn and grow across customer success product thinking and technical troubleshooting.

Flat hierarchy transparent communication and a supportive team culture.

Competitive salary benefits and opportunities for growth within the company.

Minimum qualifications Proven hands-on 3+ years of experience in developing full stack software projects from scratch till the delivery and support. Full-stack development experience, including front-end (web, or mobile, or both), and backend. Strong oral and written communication skills. Proven experience to communicate with stakeholders 1 : 1 at all levels. Lead the day-to-day meetings and agile processes. Deep experience with, JavaScript programming language and its main frameworks and libraries like Proven hands-on experience in frontend development - , Proven hands-on experience in Backend development - , Proven hands-on experience in database technologies (relational databases), I / O and networking. PostgreSQL, etc. Experience with Test Driven Development (TDD), unit testing, and automated testing in general. Jest, Chai, Mocha, React testing library, Cypress, Playwright, etc. Proven hands-on experience in Typescript. Experience with ORM like Prisma. Experience in setting up CI / CD pipelines. (GitHub Actions, Pipelines, etc.) Hands-on experience in working with any Git based code repository. Experience in configuring cloud Infrastructure. AWS / GCP / Azure - manually or with Terraform scripts is a plus Experience in estimating features, modules and projects with in-depth understanding. Experience in quickly bootstrapping projects for development or proof of concepts. Good understanding of data structures and algorithms. Committed to continuous learning and improvement. Experience with Agile software development. Experience with clean code, design patterns and principles. ESLint, SonarQube, Snyk, etc. SOLID principles, clean code, Code smells, etc. You should certainly apply if You enjoy crafting elegant, well-tested solutions, not just delivering working code. The acronyms FP, OO, SOLID, TDD, BDD, XP mean something to you. You have logical and well-researched opinions on existing and new technologies, and relish the learnings and challenges of working on different platforms and products. You have experience with or interest in user-centered interaction design. You have an entrepreneurial mindset. You strive for yourself, your team and your organization to continuously learn and improve.

Key Skills

Abinitio,Google Analytics,Corporate Communications,Infection Control,Lab Technology,Condition Monitoring

Employment Type : Full Time

Experience : years

Vacancy : 1