Enterprise Support Engineer

We are looking for enthusiastic individuals to join our Premium Support team, providing high-quality support to customers who have subscribed to our premium support offerings.

As an Enterprise Technical Consultant, you will be responsible for ensuring fast and accurate responses to customer inquiries, coordinating with internal teams to resolve issues promptly, and escalating issues as needed to ensure customer satisfaction.

Responsibilities :

Develop and maintain a deep understanding of Chargebee's multi-product suite

Provide exceptional support to customers who have subscribed to our premium support offerings via Email / Chat / Phone / Slack

Respond to customer inquiries in a timely and accurate manner with white-glove care, meeting tight SLAs

Coordinate with internal teams, including product and engineering, to resolve customer issues quickly and effectively

Document solutions in our knowledge base to enhance our customer self serve capabilities

Be an active member of product squads and provide valuable feedback from customer interactions to make our product suite better

Share your knowledge by hosting internal trainings

Qualifications :

Previous experience in an

enterprise customer support role, preferably in a premium support team or as a Technical Account Manager [good to have]

Good understanding of RestAPIs and can run / test API calls

Understanding of HTML / JS

Excellent communication skills, both written and verbal

Strong problem-solving skills and the ability to think quickly under pressure

Ability to work independently and as part of a team

Ability to articulate technical concepts to a non-technical audience

A customer-centric mindset and a passion for delivering exceptional service