Support Engineer I Technical Operations Hyderabad

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

Job summary

A leading sales enablement technology firm in Hyderabad seeks a Support Engineer I to assist users of its software. The role involves diagnosing issues, documenting bugs, and ensuring customer satisfaction across multiple channels. The ideal candidate has 2-3 years of relevant experience, strong communication skills, and a proactive attitude. This is an excellent opportunity for someone eager to grow in a fast-paced environment.

Qualifications

• 2-3 years of relevant work experience.
• Comfort and adaptability in dynamic environments with changing priorities.
• Demonstrated interest in technology and solving challenging technical problems.

Responsibilities

• Assist customers with primary issues and follow-up questions.
• Diagnose customer issues and perform initial bug triage.
• Utilize the Knowledge Base to provide answers to customer questions.

Skills

Customer empathy

Organizational skills

Analytical mindset

Communication skills

Technical problem solving

Education

Bachelor's degree preferred

Tools

ServiceNow

Jira

Salesforce

Microsoft Office

Job description

Overview

Seismic is a leader in sales enablement technology, delivering integrated solutions that connect marketing, sales, and buyers to drive meaningful engagement. We develop cutting‑edge SaaS solutions, ensuring innovation, quality, and global reach to meet our customer needs.

About the Company

Seismic is the global leader in AI‑powered enablement, empowering go‑to‑market leaders to drive strategic growth and deliver exceptional customer experiences at scale. The Seismic Enablement Cloud™ is the only unified AI‑powered platform that prepares customer‑facing teams with the skills, content, tools, and insights needed to maximize every buyer interaction and strengthen client relationships. Trusted by more than 2,000 organizations worldwide, Seismic helps businesses achieve measurable outcomes and accelerate revenue growth.

Seismic is headquartered in San Diego with offices across North America, Europe, Asia and Australia. Seismic is a committed inclusive workplace that ignites growth for employees and creates a culture of belonging that allows all employees to be seen and valued for who they are. Learn more about DEI at Seismichere.

Seismic is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to gender, age, race, religion, or any other classification which is protected by applicable law.

Role Summary

The Support Engineer I is a key member of the Customer Support team, directly assisting users of our software, which is utilized by some of the world’s largest brands and agencies. This individual will work collaboratively with customers and internal resources to field, research, diagnose, and resolve inquiries.

Who you are:

• 2-3 years of relevant work experience.
• Positive, motivated, and proactive attitude.
• Strong academic record, demonstrated success in achieving goals, and a bachelor’s degree preferred.
• Ability to empathize with customer concerns and understand their key business objectives and challenges.
• Comfort and adaptability in dynamic environments with changing priorities.
• Excellent organizational, time management, multitasking, and attention to detail skills.
• Analytical mindset with the ability to recognize trends in customer submissions.
• Proficiency with written and oral communication, ensuring clarity and precision.
• Strong listening skills and the ability to interpret complex questions.
• Demonstrated interest in technology and solving challenging technical problems.
• Desire to work in a high‑growth, fast‑paced environment.
• Comprehensive understanding and technical knowledge across the different Seismic SaaS offerings.
• Experience with ServiceNow, Jira, Salesforce, or similar customer service systems is a plus.
• Familiarity with Google Apps, iOS and Android, Microsoft Office, and other business applications.
• Makes an impact on resolving customer issues while enhancing the ability to resolve issues requiring cross‑departmental collaboration.
• May support multiple channels of support.
• Deals with conflict constructively, seeks guidance and feedback from others, leans on senior team members to learn best practices.
• Communicates clearly and effectively with other engineers and external teams.
• Is able to communicate and interact well with manager, team members, and other professionals in the team as well as cross‑functionally at the same level.

What you’ll be doing:

• Assist customers with primary issues and follow‑up questions.
• Diagnose customer issues and perform initial bug triage to determine severity.
• Deliver an exceptional customer experience during all interactions.
• Utilize the Knowledge Base and other tools to provide answers to customer questions.
• Stay current on software updates by attending product and feature training sessions.
• Demonstrate a growing expertise in the system and assist with ongoing Support Team initiatives and projects as needed.
• Document and report bugs encountered during support interactions, ensuring they are logged accurately for engineering teams.
• Identify and escape complex issues.
• Provide detailed and personalized support to customers, including best practices and preventive measures.
• Work closely with other support engineers and departments to resolve customer issues efficiently.
• Manage day‑to‑day case work and assigned tasks in a reliable manner.
• Produce high‑quality work and resolutions with limited direction.
• Determine the best course of action for timely resolution.
• Provide timely response and escalation of customer issues in accordance with established SLAs and support processes.
• Regularly contribute to internal support meetings by taking ownership of cases and sharing insights on the cases reviewed. Occasionally lead the L1 call.
• Follow best practices around queue management and stay within target queue size.
• Take ownership of cases comparable to other team members.
• Manage case and chats for high customer satisfaction scores with minimal backlog and low MTTR.
• Contribute to the support knowledge base for customers and internally.

If you are an individual with a disability and would like to request a reasonable accommodation as part of the application or recruiting process, please click here.

Additional Company Information

Headquartered in San Diego and with employees across the globe, Seismic is the global leader in sales enablement, backed by firms such as Permira, Ameriprise Financial, EDBI, Lightspeed Venture Partners, and T. Rowe Price. Seismic also expanded its team and product portfolio with the strategic acquisitions of SAVO, Percolate, Grapevine6, and Lessonly. Our board of directors is composed of several industry luminaries including John Thompson, former Chairman of the Board for Microsoft.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Equal Opportunity Statement

Seismic is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to gender, age, race, religion, or any other classification which is protected by applicable law.