Support Engineer

F-Prime Capital; Bengaluru; On-site; INR 420,000 - 700,000; Full time

Job summary

MoEngage is seeking a customer-focused support professional to investigate, troubleshoot, diagnose and resolve technical issues in a cloud/SaaS environment. You will communicate effectively with customers and internal stakeholders and adopt a customer-obsessive, roll-up-the-sleeve attitude to resolve queries with quick resolutions.

You will contribute to knowledge base articles, provide feedback to product, engineering and other teams to improve customer experience, and help with process

Qualifications

• Adept in one or more programming languages: Python, Java, JavaScript, Angular, React, HTML/CSS.
• Exposure to Linux/Unix operating systems and REST API.
• Exposure to Database (SQL/Mongo) would be a huge plus.
• Exposure to AWS, Kafka and ElasticSearch would be highly preferred.
• Excellent communication skills in written and spoken English.

Responsibilities

• Investigating, troubleshooting, diagnosing and resolving technical issues in a cloud/SaaS environment.
• Communicating effectively (verbal and written) with customers and internal stakeholders.
• Customer-obsessive attitude to resolve queries with minimum resolution time.
• Adding recurring issues to knowledge base articles or FAQs to speed up ticket resolution.
• Providing constructive feedback to team leads, product and engineering to improve customer experience.
• Problem solving with curiosity and rapid learning.
• Communicating well with developers, technical and non-technical users.
• Flexibility to work in 24x7 shifts on a monthly rotation basis.

Skills

Python

Java

JavaScript

Angular

React

HTML/CSS

Job description

About MoEngage

MoEngage is an intelligent customer engagement platform, built for customer-obsessed marketers and product owners. We enable hyper-personalization at scale across multiple channels like mobile push, email, in-app, web push, on-site messages and SMS. With AI-powered automation and optimization, brands can analyze audience behavior and engage consumers with personalized communication at every touchpoint across their lifecycle.

Fortune 500 brands and Enterprises across 35 countries such as Deutsche Telekom, Samsung, Ally Financial, Vodafone, and McAfee along with internet-first brands such as Flipkart, Ola, OYO and Bigbasket use MoEngage to orchestrate their cross-channel campaigns and engage efficiently with their customers sending 50 billion messages to 500 million consumers every month!

Our vision is to build the world’s most trusted customer engagement platform for the mobile-first world.

We promise to care about your customers as much as you do. And that justifies our top ratings for service and support in Gartner Magic Quadrant, Gartner Peer Insights, and G2 Summer Reports. We have also been recognized as one of the 25 Highest Rated Private Cloud Computing Companies To Work For in a list released by Battery Ventures, a global investment firm based on the employee feedback on Glassdoor where employees reported the highest levels of satisfaction at work during the first six months of the pandemic.

Role and Responsibilities:

• Investigating, troubleshooting, diagnosing and resolving technical issues in a cloud/SaaS environment
• Communicating effectively (both verbal and written) with our customers and internal stakeholders
• Customer obsessive and roll up the sleeve attitude to help resolve customer issues or queries with a minimum resolution time
• Adding recurring issues to knowledge base articles or FAQs to minimize the turnaround time on closing support tickets
• Give constant and constructive feedback to team leads , product and engineering team to improve customer experience and suggest process improvements.
• Problem solving, having a natural curiosity and demonstrating the ability to learn rapidly
• Communicating well with different audiences (developers, technical and non-technical users)
• Should be flexible to work in 24*7 shifts based on business requirements, including night shifts on monthly rotation basis.

Requirements:

• Adept in any one or more programming languages like Python,Java,Javascript,Angular,React, HTML/CSS
• Exposure to Linux/Unix operating systems and REST API
• Exposure to Database (SQL/Mongo) would be a huge plus
• Exposure and hands on experience in one of the following like AWS,Kafka and ElasticSearch would be highly preferred
• Excellent communication skills in written and spoken English

NOTE: This is not a developer role and does not involve coding.

At MoEngage, we respect and value differences. We believe that when people from diverse backgrounds and perspectives collaborate, we create the most value - for our clients, our employees, and society. We embrace diversity and uphold a strong set of values. We are committed to inclusivity and take pride in providing equal opportunities for success and growth.

Employment at MoEngage is based solely on professional competence, skills, and experience. We stand firmly against all forms of discrimination and support equal rights and opportunities regardless of gender, ethnicity, abilities, age, identity, orientation or expression, marital status (including pregnancy), religion and beliefs, or any other status protected by law.

It is our policy to comply with all applicable national, state, and local laws related to non-discrimination and equal opportunity. MoEngage is truly a place where everyone can bring their passions, authentic selves, and talents to work, collaborating to drive progress and solve meaningful challenges.

Why Join Us!

Life@MoEngage, Tech@MoEngage, Scale @MoEngage

We handle more than a billion messages every day. Rest assured, you will be surrounded by really smart and passionate people as we scale much more to build a world-class technology team.