Customer Support Engineer - I

Mindtickle; Pune District; On-site; INR 446,000 - 781,000; Full time

Job summary

Mindtickle in Pune, India is hiring a Customer Support Engineer I to join our frontline Support Engineering team. You will resolve cloud platform and AI-powered issues for global enterprise customers, guiding users through troubleshooting steps with clarity and empathy.

You will own tickets end-to-end, document resolutions, and collaborate with Engineering, Product, and QA to improve reliability. English communication is essential and flexibility for US time zones is expected.

Qualifications

• Graduate with a degree in CS/IT/Electronics or equivalent.
• Strong English communication, written and verbal.
• Good problem-solving skills with a customer-first approach.
• Basic understanding of web apps, APIs, JSON, and REST APIs.
• Exposure to Python and cloud basics (AWS) is a plus.

Responsibilities

• Provide timely, effective technical support to enterprise customers, resolving cloud platform and AI powered feature issues across web, API, and integration layers.
• Interact with customers to understand the problem clearly, gather issue details and guide them through structured troubleshooting steps with clarity and empathy.
• Assist in diagnosing issues using logs, dashboards, and internal tools, and learn to identify root causes over time.
• Own tickets end-to-end - intake to closure - ensuring SLA compliance and clear customer communication throughout.
• Document resolved issues as runbooks and knowledge base articles to reduce repeat incidents.
• Escalate complex issues to L2 with well structured context and initial analysis.
• Gather and report customer feedback to identify product improvement opportunities and feed into the product development cycle.
• Participate in training sessions and workshops to continuously build technical depth and product knowledge.
• Collaborate with Engineering, Product, and QA teams to learn system behavior and improve issue resolution.
• Continuously build technical skills through training, shadowing, and hands-on learning.

Skills

English communication

Customer-focused problem solving

Technical troubleshooting

Python

JSON and REST APIs

Cloud basics (AWS)

Education

Bachelor's degree in Computer Science / IT / Electronics

Tools

Python

JSON

REST APIs

Browser dev tools

AWS

Job description

Job Brief
Mindtickle is hiring a Customer Support Engineer - I to join our Customer Support Engineering team and become the frontline problem solver for a global enterprise SaaS platform and our award winning AI solutions.

₹0 - ₹0 a month

Key Responsibilities

• Provide timely, effective technical support to enterprise customers, resolving cloud platform and AI powered feature issues across web, API, and integration layers.


• Interact with customers to understand the problem clearly, gather issue details and guide them through structured troubleshooting steps with clarity and empathy.


• Assist in diagnosing issues using logs, dashboards, and internal tools, and learn to identify root causes over time.


• Own tickets end-to-end - intake to closure - ensuring SLA compliance and clear customer communication throughout.


• Document resolved issues as runbooks and knowledge base articles to reduce repeat incidents.


• Escalate complex issues to L2 with well structured context and initial analysis.


• Gather and report customer feedback to identify product improvement opportunities and feed into the product development cycle.


• Participate in training sessions and workshops to continuously build technical depth and product knowledge.


• Collaborate with Engineering, Product, and QA teams to learn system behavior and improve issue resolution.


• Continuously build technical skills through training, shadowing, and hands-on learning.

Requirements

• Graduate (~2 years) with a degree in Computer Science, IT or Electronics with experience in product based company or b2b enterprise SaaS supporting global customers.


• Exceptional written and verbal communication in English - able to explain technical concepts clearly to non-technical users.


• Strong communication skills - able to explain problems and solutions clearly


• Basic understanding of:
  
  
  
  • Web applications (HTTP, APIs, client-server)
  
  
  • JSON and REST APIs
  
  
  
  


• Exposure to any programming language (Python preferred).


• Familiarity with browser dev tools, logs, or debugging basics is a plus.


• Awareness of cloud platforms (AWS or similar) is a plus.


• Familiarity and ability to use AI tools responsibly to accelerate debugging, analysis, and documentation while validating outputs critically.


• Strong problem-solving mindset, detail-oriented, and curiosity to investigate issues.


• Ability to stay calm, structured, and customer-focused in problem situations.


• Willing to work in rotational shifts, including US time zones, to serve global customers.

What This Role Offers

• Exposure to real-world, large-scale production systems supporting global enterprise customers across APIs, integrations, and AI-powered capabilities.


• Opportunity to build deeper technical expertise in troubleshooting distributed systems, modern SaaS platforms, and AI-powered features.


• Hands-on experience in incident management, advanced system diagnostics, root cause analysis, and cross-functional problem-solving.


• Exposure to AI-native ways of working to accelerate debugging, technical investigation, analysis, and problem-solving.


• Opportunities to take ownership of complex customer issues, drive resolutions, and collaborate with engineering and product teams.


• A continuous learning environment that enables growth into advanced technical, product, and domain-specialist roles within Support.


• The opportunity to influence product quality by identifying recurring patterns, sharing customer insights, improving documentation, and driving preventive improvements.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.