Technical Customer Engineer| B2B SaaS | Remote

Profex Tech; Bengaluru, Delhi, Mumbai; A distancia; INR 600.000 - 900.000; Jornada completa

Descripción de la vacante

Profex Tech in Bengaluru is seeking a Technical Support specialist to provide first-line support via live chat, email, and Slack. You will assist customers with onboarding, API integrations, and troubleshooting DNS, SPF, DKIM, DMARC, and SMTP issues.

You will collaborate with Engineering and Product teams, build knowledge bases, and leverage AI tools to improve troubleshooting. A startup mindset and willingness to rotate night shifts are valued.

Formación

• 3-5 years of experience in Technical Support, L1 Support, Product Support, or SaaS Customer Support.
• Strong understanding of APIs, integrations, DNS configuration, and email deliverability fundamentals.
• Excellent written and verbal communication skills with the ability to explain technical concepts to non-technical users.

Responsabilidades

• Provide first-line technical support through live chat, email, and Slack community channels.
• Assist customers with product setup, onboarding, campaign configuration, and cold email best practices.
• Troubleshoot technical issues related to API integrations, DNS records (SPF, DKIM, DMARC), SMTP, and email deliverability.
• Manage customer support tickets from initial query to final resolution, ensuring timely follow-ups and proper escalation to L2/L3 teams.
• Collaborate with Engineering and Product teams to resolve technical issues and share customer feedback.
• Create and maintain knowledge base articles, troubleshooting guides, and video tutorials to improve customer self-service.
• Document customer feedback and feature requests using ClickUp or similar tools.
• Leverage AI tools such as ChatGPT and Claude to improve troubleshooting efficiency, draft responses, and analyze recurring support issues.
• Maintain a monthly CSAT score above 90%.
• Handle a high volume of support tickets while ensuring quality, accuracy, and customer satisfaction.

Descripción del empleo

Key Responsibilities

• Provide first-line technical support through live chat, email, and Slack community channels.
• Assist customers with product setup, onboarding, campaign configuration, and cold email best practices.
• Troubleshoot technical issues related to API integrations, DNS records (SPF, DKIM, DMARC), SMTP, and email deliverability.
• Manage customer support tickets from initial query to final resolution, ensuring timely follow-ups and proper escalation to L2/L3 teams.
• Collaborate with Engineering and Product teams to resolve technical issues and share customer feedback.
• Create and maintain knowledge base articles, troubleshooting guides, and video tutorials to improve customer self-service.
• Document customer feedback and feature requests using ClickUp or similar tools.
• Leverage AI tools such as ChatGPT and Claude to improve troubleshooting efficiency, draft responses, and analyze recurring support issues.
• Maintain a monthly Customer Satisfaction (CSAT) score above 90%.
• Handle a high volume of support tickets while ensuring quality, accuracy, and customer satisfaction.

Required Skills & Qualifications

• 3-5 years of experience in Technical Support, L1 Support, Product Support, or SaaS Customer Support.
• Strong understanding of APIs, integrations, DNS configuration, and email deliverability fundamentals.
• Knowledge of SPF, DKIM, DMARC, SMTP, and email infrastructure.
• Excellent written and verbal communication skills with the ability to explain technical concepts to non-technical users.
• Experience handling customer queries through live chat, email, Slack, or call-based support.
• Strong troubleshooting, analytical, and problem-solving skills.
• Ability to manage multiple tickets and priorities in a fast-paced environment.
• Comfortable using AI tools such as ChatGPT and Claude to improve productivity and support quality.
• Self-motivated, adaptable, and comfortable working in a dynamic startup environment.
• Willingness to work in flexible shifts, including rotational night shifts every three months.

Preferred Qualifications

• Experience in SaaS chat support or technical customer support.
• Understanding of cold email campaign strategy, execution, and deliverability.
• Previous experience working in a startup or product-based company.
• Basic scripting knowledge in Python, JavaScript, or SQL for troubleshooting integrations.
• Hands-on experience with cold emailing or outbound campaigns.
• Experience creating and maintaining knowledge bases and support documentation.