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

3. Client Relationship & Enablement

4. Operational Excellence & Continuous Improvement

✅ Qualifications

Essential

Preferred

Skills & Traits