Customer Support Engineer

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

📋 Description

• Surpassing customer expectations by delivering a personalized service experience.

• Recognize and address customer concerns through incoming calls, emails, and other channels.

• Equip customers with insights on software capabilities and best practices.

• Detect and replicate software issues for reporting to the development team.

• Offer customers comprehensive root cause analysis and thorough troubleshooting.

• Achieve and surpass Service Level Agreements through proficient incident management.

• Draft Technical Documentation (e.g., Knowledge Base Articles).

• Contribute to the department's Key Performance Indicators (KPI).

• Execute software implementation, installation, and upgrades for MasterControl clients.

• Update and maintain reports for clients and essential internal stakeholders.

• Provide support to other Customer Support Engineer team members as needed.

• Collaborate closely with escalation engineers to ensure the resolution of critical customer challenges.

• Conduct and participate in technical training and knowledge transfer for new or complex products.

• Enhance the overall content and quality of the knowledge base by adhering to Knowledge-Centered Support principles.

• Undertake special projects as directed.

⛳️ Requirements

• Must be available to work USA (MST) operational hours to connect with North American clients on a full-time basis.

• Exceptional customer relationship and advocacy abilities.

• Advanced skills in application troubleshooting.

• Required knowledge in database management / MS SQL experience.

• Strong attention to detail.

• Professional-level writing and communication skills.

• Proficient English language speaking and writing skills.

• Familiarity with LDAP & Active Directory is desirable.

• Understanding of virtual environments; strong experience preferred.

• Programming knowledge or experience (JavaScript, HTML) is beneficial.

• Proficient with Claude Code or similar tools.

🏝️ Benefits

• Competitive compensation

• Schedule flexibility

• Fitness clubs (you get paid to have fun and be active!)

• Company parties and employee recognition programs

• Wellness programs

• Much, much more!