Customer Support Engineering

Core Responsibilities:

• Responsible for triaging bugs and feature requests with the respective team, maintaining constant communication with the customers.

• Flexibility to work in morning and afternoon shifts

• Need to analyze trends, test and train the DevRev bot regularly

• Educate and Empower DevRev users

• Be the technical expert and answer product questions to take full advantage of the product

• Build and maintain relationships with the customers

• Be the customer champion and collaborate with product & engineering team on customer requirements

• Should be comfortable in writing customizations using the below mentioned languages

• Ability to think outside the box and build quicker solutions

• Support DevRev users round the clock on different levels of queries

• Build Q&A pairs for the bot and think innovatively to empower the bot

• Understand customer signals, collaborate with customer success teams to avoid churn

• Ability to converse profoundly and suggest value add features to help customers enhance their business goals.

• Collaborate with cross functional teams like Sales, customer success, product, engineering and bots engineering.

• Responsible for triaging bugs and feature requests with the respective team, maintaining constant communication with the customers.

Qualifications:

• BE/ B Tech, or equivalent educational or professional experience.

• 3-5 years Support Experience.

• Knowledge on the following programming languages: ReactJS (MERN) HTML / CSS JavaScript / TypeScript Python SQL Golang

• Comfortable having technical conversations with technical and non-technical people.

• Problem solving around technical, product, and business questions.

• Excellent English communication skills - both verbal and written.

• Collaborative and team oriented.