Customer Success Engineer

orbital; Hyderabad; On-site; INR 600,000 - 900,000; Full time

Job summary

orbital is seeking a customer support specialist to handle the US-facing support queue from Hyderabad. You will respond via email, chat, and tickets with speed and empathy, troubleshoot issues end-to-end, and ensure timely follow-ups on open tickets.

You will also report bugs to Engineering and Product, collaborating across teams to resolve customer issues quickly. The ideal candidate has strong English communication, SaaS support experience, and a proactive, collaborative mindset.

Qualifications

• Excellent written and spoken English; ability to explain complex concepts clearly and empathetically.
• Experience in customer support, customer success, or technical support in a SaaS environment.
• Strong troubleshooting instincts and the ability to ask the right questions.
• Highly collaborative, proactive communication, and thorough documentation.
• Nice to have understanding of sales/ GTM cycles in SaaS products.

Responsibilities

• Own the support queue during your shift and respond to US customer queries via email, chat, or ticketing system.
• Troubleshoot product issues end-to-end and understand the customer experience beyond surface answers.
• Follow up on open tickets and ensure no ticket goes cold.
• Identify, reproduce, and clearly report bugs by coordinating with Engineering, Product and internal stakeholders.

Skills

Excellent English

Customer support

Troubleshooting

Collaboration

Sales/GTM knowledge (nice to have)

Job description

Job Description

• Own the support queue during your shift — respond to US customer queries via email, chat, or ticketing system with speed and clarity.

• Troubleshoot product issues end-to-end, going beyond surface-level answers to truly understand what the customer is experiencing.

• Follow up proactively on open tickets and close the loop with customers — no ticket goes cold on your watch

• Identify, reproduce, and clearly report bugs reported by customers by working closely with Engineering, Product, and other internal stakeholders.

Skills required:

• Excellent written and spoken English — you can explain complex things simply and empathetically.

• Experience in working with customer support, customer success, or technical support role — ideally at a SaaS product company.

• Strong troubleshooting instincts — you ask the right questions before jumping to conclusions.

• Highly collaborative — you loop people in early, communicate transparently, and document everything.

• Nice to have- understanding of sales/ GTM cycles and SaaS product.