Customer Support Engineer

Core Responsibilities :

Responsible for triaging bugs and feature requests with the respective team, maintaining constant communication with the customers.

Flexibility to work in morning and afternoon shifts

Need to analyze trends, test and train the DevRev bot regularly

Educate and Empower DevRev users

Be the technical expert and answer product questions to take full advantage of the product

Build and maintain relationships with the customers

Be the customer champion and collaborate with product & engineering team on customer requirements

Should be comfortable in writing customizations using the below mentioned languages

Ability to think outside the box and build quicker solutions

Support DevRev users round the clock on different levels of queries

Build Q&A pairs for the bot and think innovatively to empower the bot

Understand customer signals, collaborate with customer success teams to avoid churn

Ability to converse profoundly and suggest value add features to help customers enhance their business goals.

Collaborate with cross functional teams like Sales, customer success, product, engineering and bots engineering.

Responsible for triaging bugs and feature requests with the respective team, maintaining constant communication with the customers.

Qualifications :

BE / B Tech, or equivalent educational or professional experience.

4-7 years Support Experience.

Knowledge on the following programming languages :

ReactJS (MERN)

HTML / CSS

JavaScript / TypeScript

Python

SQL

Golang

Comfortable having technical conversations with technical and non-technical people.

Problem solving around technical, product, and business questions.

Excellent English communication skills - both verbal and written.

Collaborative and team oriented.