Senior Software Engineer - Client Success

LogiNext; Mumbai; On-site; INR 1,000,000 - 1,500,000; Full time

Job summary

A leading technology company based in Mumbai is seeking a Senior Client Success Engineer to enhance client interactions by resolving technical issues across a comprehensive SaaS product suite. Responsibilities include managing SLAs, troubleshooting software, and collaborating with the engineering team to ensure optimal service. Ideal candidates will have 4-7 years of experience in software development, strong troubleshooting skills, and a Bachelor's degree in IT or related fields. This role offers opportunities for professional growth in a dynamic tech environment.

Qualifications

• 4 to 7 years experience in software development and production support.
• Experience working in 24*7 environments.
• Familiarity with ITIL concepts and customer management.

Responsibilities

• Troubleshoot application and software related issues.
• Ensure compliance with defined SLAs.
• Monitor production alerts and escalate anomalies.
• Provide minor enhancements and support to clients.

Skills

Java

J2EE

Spring

RESTful APIs

MySQL

MongoDB

Troubleshooting

Root cause analysis

SLA adherence

Metrics reporting

Education

Bachelor’s degree in Computer Science, Information Technology or related field

Tools

Monitoring tools

Job description

LogiNext is looking for a technically savvy and experienced Senior Client Success Engineer to be part of the engineering team. Client success engineering is an important part of the LogiNext experience. You will help in quickly resolving the technical issues across the entire SaaS product suite. You will be responsible for maintaining the SLAs as defined by the organization. You will be collaborating with the client’s operations team, engineering team and other support team members to resolve the issues and to ensure the best possible service and support to our clients.

You have deep expertise in supporting platforms catering to enterprise clients. You are an individual driven by SLAs and support metrics. You are hands‑on with different tools and technologies and always on a look‑out to deep dive into technology. You have demonstrated strong leadership, interpersonal and communication skills.

Responsibilities

• Troubleshoot application and software related issues and determine the root cause for the issues
• Work on defined SLAs to ensure that our client receives the best of the services
• Provide minor enhancements, production, and technical support to LogiNext’s enterprise clients
• Monitor production alerts and elevate the issues for any anomalies in the system
• Ensure complete compliance of ticketing tool and report metrics on a daily basis
• Work with the existing engineering team to maintain highly scalable and secure products
• Manage and prioritize multiple work requirements to meet deadlines by working independently and leading a team

Requirements

• Bachelor’s degree in Computer Science, Information Technology or related field
• 4 to 7 years experience in software development using Java, J2EE, Spring, RESTful APIs, MySQL, MongoDB
• Expertise on production support processes such as incident or change management, call triaging, critical issue procedures
• Experience with application support organization working in 24*7 environments
• Experience in writing and maintaining scripts to monitor system activity and automate production support activities that enable efficiency and productivity of Customer Success team
• Proficiency in troubleshooting, root‑cause analysis, SLA adherence and metrics reporting for large enterprises
• Knowledge of monitoring tools, alert escalation, customer and other stakeholder management
• Familiarity and/or experience in implementing ITIL concepts in addition to technical aptitude are highly valued
• Provide support on weekends on a rotational basis