Customer Experience Engineer

This is a fully remote position, open to applicants in India.

📋 Description

• Facilitate a comprehensive end-to-end customer experience.

• Manage and resolve critical technical issues, ensuring timely and thorough solutions to technical challenges and business problems.

• Exhibit the capability to research, document, and prioritize customer concerns, utilizing internal tools and escalation teams as needed, while effectively managing time in a dynamic environment.

• Offer expert advice to customers on best practices for deploying, scaling, and maintaining applications on the Ketch platform.

• Collaborate closely with engineering and product teams to escalate and advocate for customer requirements, contributing to the enhancement of Ketch’s services.

• Cultivate and maintain technical expertise in designated areas of product functionality, applying that knowledge effectively to assist customers.

• Generate knowledge base materials focused on operational efficiency, while also empowering and enabling the broader support community.

⛳️ Requirements

• Skilled in customizing existing solutions, such as websites, mobile applications, and integrations, to fulfill specific business needs without the necessity for extensive redevelopment.

• Strong knowledge of RESTful and SOAP APIs, capable of identifying and resolving issues in current API integrations, thereby improving data flow, security, and efficiency.

• Proficient in scripting languages like Python, JavaScript, or Ruby, allowing for the modification of scripts to automate processes, enhance system efficiency, and meet specific requirements.

• Experienced in using Postman for testing and troubleshooting APIs, ensuring proper functionality, identifying discrepancies, and making necessary adjustments.

• Advanced abilities in developing both dynamic and static websites utilizing modern technologies such as HTML5, CSS3, JavaScript, and popular front-end frameworks like React, Angular, or Vue.js.

• Background in creating cross-platform mobile applications using React Native, Flutter, or native iOS/Android frameworks (Swift, Kotlin).

• Strong grasp of AI technologies, including large language models (LLMs), AI agents, and automation platforms, with the ability to apply these to support workflows and operational enhancements.

• Extensive experience in integrating third-party services and tools into applications, enhancing functionality and adding features. Familiarity with OAuth, API keys, and authentication protocols.

• Understanding of scalable distributed systems and experience with Container Orchestration (Docker, Kubernetes, Helm) is advantageous.

• Experience with database technologies including Oracle, MySQL, Postgres, MongoDB, etc., and storage solutions such as Amazon S3 and Google Cloud Storage is a plus.

• Ability to establish relationships across stakeholders in R&D, sales, and engineering.

• Exceptional oral, written, presentation, and interpersonal skills.

🏝️ Benefits

• Yes, we offer perks, but don’t confuse free kombucha with an energizing work environment, inspiring colleagues, intriguing challenges, meaningful work, and the chance to make a real impact!