Customer Support Engineer

Motadata; Ahmedabad District; On-site; INR 1,200,000 - 2,100,000; Full time

Job summary

Motadata is seeking a proactive Customer Experience Engineer to join our team. You will own the technical lifecycle of our customers, providing deep-dive technical assistance and ensuring issues are resolved within time-bound SLAs.

This role requires strong Linux, networking, and automation skills, plus the ability to analyze logs and REST APIs to optimize platform performance, perform RCA, and contribute to product roadmaps.

Qualifications

• Experience in Application Technical Support within ITSM/ITAM/NMS/Observability.
• Hands-on Linux administration, networking, and virtual environments.
• Proficient in scripting and REST API integration.
• Strong written and verbal communication with analytic problem-solving.

Responsibilities

• Provide advanced technical support and resolve complex issues.
• Monitor and optimize platform performance to meet SLAs.
• Identify repetitive technical hurdles and develop automation scripts.
• Perform RCA and document findings to influence product improvements.
• Act as a technical consultant and share insights with the team.

Skills

Linux administration

Networking

Virtual environments

Scripting (Python, Bash)

REST APIs

Log analysis

Communication

Problem solving

Job description

We are seeking a proactive and technically-driven Customer Experience Engineer to join our team. In this role, you will be a key driver of our "Engineering-First" strategy, moving beyond traditional support to ensure long term technical success. You will be responsible for providing deep-dive technical assistance, ensuring customer issues are resolved within time-bound SLAs. This role requires a strong understanding of application technical support, Linux, networking, and the ability to automate solutions within complex virtual environments.

Role & Responsibility:

The Customer Experience Engineer is expected to own the technical lifecycle of our customers and: Provide advanced technical support and resolve complex issues.

• Monitor and optimize platform performance to ensure customer SLAs are consistently met or exceeded.
• Identify repetitive technical hurdles and develop automation scripts to streamline resolution processes.
• Perform deep-dive Root Cause Analysis (RCA) and document findings to influence product improvements and R&D roadmaps.
• Act as a technical consultant to ensure customer satisfaction and identify opportunities for technical optimization.
• Foster a healthy, progressive environment by sharing technical insights and process improvements with the broader team.

Skills and Qualifications:

• Proven experience in Application Technical Support within the ITSM, ITAM, NMS, or Observability domains.
• Strong hands-on experience with Linux administration, Networking, and Virtual Environments.
• Ability to analyze log files, database queries, and network traffic using Linux and Windows commands to pinpoint issues.
• Proficiency in scripting (e.g., Python, Bash) and working with REST APIs to integrate systems.
• Strong verbal and written communication skills to translate complex technical concepts for stakeholders.
• A positive attitude with a focus on analytical problem-solving and proactive "wartime" execution.

Preferred Qualifications (Nice to Have):

• Experience managing complex SLAs and critical escalations in a product-based environment.
• Experience working with Relational and Time Series databases.