Senior Customer Support Engineer

Job Title : Senior Customer Support Engineer

Experience Required :

10–15 Years

Role Overview

We are seeking an experienced, solutions-driven professional to join our team as a

Senior Customer Support Engineer. In

this hybrid role, you will combine deep technical expertise with project leadership capabilities to support mission-critical client environments and drive successful implementation of our solutions.

As a seasoned expert with 10–15 years of experience, you will act as the

primary technical interface between our organization and clients —resolving escalated issues, managing complex deployments, and ensuring operational excellence. You’ll be expected to bring strategic thinking, mentor junior staff, improve processes, and contribute directly to both client satisfaction and organizational success.

This role is ideal for a professional who has grown through hands-on technical roles and evolved into project leadership, and who now seeks a strategic, high-impact position with both technical depth and customer-facing influence.

Key Responsibilities

1. Customer Support Engineering

Serve as the

senior escalation point

for advanced technical support queries, ensuring resolution of high-priority issues with urgency and precision.

Lead

root cause analysis (RCA)

efforts, collaborating with engineering and product teams to drive permanent fixes and continuous improvement.

Establish and uphold

support best practices , authoring detailed knowledge base articles, runbooks, and diagnostic procedures for both internal teams and customers.

Monitor SLA adherence for response and resolution times and proactively implement measures to exceed

customer satisfaction (CSAT)

expectations.

Guide and mentor junior support engineers, fostering technical growth and enhancing team performance.

2. Project Management

Independently

manage full lifecycle technical projects

including client onboarding, integration, platform upgrades, and solution rollouts.

Define and maintain

project charters, schedules, and resource plans , ensuring clear accountability across stakeholders.

Provide

senior-level project governance , communicating directly with client executives and internal leadership to align on scope, timelines, and business outcomes.

Anticipate project risks and develop robust mitigation strategies; oversee

scope, timeline, and budget adherence

across multiple concurrent initiatives.

Drive

cross-functional collaboration

across engineering, QA, operations, and customer success teams to achieve seamless project delivery.

3. Client Relationship & Enablement

Cultivate long-term relationships with

senior client stakeholders , serving as a strategic technical advisor aligned with their evolving business goals.

Conduct

executive-level briefings, solution workshops, and enablement programs

tailored to client maturity and adoption stage.

Represent the voice of the customer internally, bringing critical feedback into product roadmaps, architecture discussions, and support strategy.

Promote long-term client value through

proactive engagement , anticipating future needs and recommending enhancements or upgrades.

4. Operational Excellence & Continuous Improvement

Analyze historical support and project data to identify systemic issues and opportunities for

process optimization .

Lead initiatives to streamline operations—automating workflows, improving documentation quality, and refining support methodologies.

Contribute to internal reviews and planning cycles by presenting KPIs, trends, and risk forecasts related to client performance, issue frequency, and delivery metrics.

Drive a culture of

excellence, ownership, and innovation

across all aspects of customer delivery and support.

✅ Qualifications

Essential

10–15 years of professional experience in

technical support, systems engineering, or customer-facing IT services .

Minimum 5+ years in managing

customer-facing technical projects or enterprise implementations .

Deep understanding of complex

software systems, APIs, databases, and cloud-based infrastructure .

Expertise with project management tools (e.g., JIRA, Asana, MS Project) and reporting platforms.

Excellent communication and stakeholder management skills, with the ability to

influence at senior levels .

Demonstrated ability to mentor and lead technical teams, and to drive alignment across business and technical functions.

Preferred

PMP, PRINCE2, or equivalent

Project Management certification .

Experience with CRM and ticketing platforms (e.g., Salesforce, Zendesk, ServiceNow).

Previous experience in

SaaS, enterprise software, or IT infrastructure

environments.

Prior success working with

enterprise B2B clients

in regulated or high-compliance sectors (e.g., healthcare, finance, telecom).

Skills & Traits

Strategic problem solver : approaches challenges with critical thinking, balancing short-term fixes with long-term solutions.

Operational leader : brings structure, efficiency, and clarity to complex projects and support processes.

Customer advocate : consistently represents client needs and ensures exceptional service delivery at every touchpoint.

Collaborative influencer : navigates cross-functional dynamics effectively to unite teams around common goals.

Results-driven professional : takes full ownership of outcomes and continually seeks ways to improve performance and customer value.