Customer Success and Operations Lead

Software Engineer

Onsite - HSR Bangalore

6 Days work from Office (Flexible working hours)

Product is a PowerPoint AI assistant used by consulting companies and Fortune 500 teams. A typical professional spends 1 to 3 hours creating one slide. With Product company, they create a v1 of their entire deck in 10 minutes, and make changes like “turn this table to a chart” in seconds directly within PowerPoint.

In the next 2 years, our goal at company is to forever change the way business presentations are made.

Who are we?

• small, strong team of 5
• founders are CS graduates from IIT Kharagpur with a specialisation in AI
• work 6 days a week from our office in HSR Layout in Bangalore
• funded by Y Combinator and other amazing investors
• used by consulting companies and Fortune 500 teams

Your responsibilities (in order)

• Design, implement, test, and deploy full features
• Design and implement a robust infrastructure to enable rapid development and automated testing
• Look at usage data to iterate on features

What we’re looking for

• Undergraduate or master's in Computer Science or equivalent degree
• 2+ years of backend or DevOps software engineering experience
• Experience with TypeScript (JavaScript) or Python

You’ll be a good fit if

• You want to work on a product that can change the way a very large number of people work
• The chaos of high growth and things breaking is exciting to you
• You are a workaholic, looking to upskill faster than most people think is possible. This role is not a good fit for you if you’re looking to prioritise work-life balance.
• You prefer working in-person with other smart people who are excited and passionate about what they’re building
• You love solving very hard problems at a rapid pace. We discuss timelines in days or weeks, so you’ll constantly be expected to ship really high-quality work.

Perks

• Comprehensive health insurance for you and dependents
• Workstation enhancements
• Subscriptions to AI tools such as Cursor, ChatGPT, etc.

(If there's anything else we can do to make your work more enjoyable, just ask)

If you are interested in proceeding, we would be happy to move your profile to the next stage of the evaluation process.

Kindly share the following details to help us take this forward :

• Current CTC (Fixed + Variable):
• Expected CTC:
• Notice Period (If currently serving, please mention your Last Working Day)
• Details of any active offers in hand (if applicable)
• Expected/Available Date of Joining (if applicable)
• Attach Updated CV:
• Attach Github Link / Leet code link or other:
• Current Location:
• Preffered Location:
• Reason for job Change:
• Reason for relocation (if applicable):
• Are you comfortable with 6 days wfo (flexible working hours)?( Yes / No):
• 
  

Job Description:

The data science team is responsible for solving business problems with complex data. Data complexity could be characterized in terms of volume, dimensionality and multiple touchpoints/sources. We understand the data, ask fundamental-first-principle questions, apply our analytical and machine learning skills to solve the problem in the best way possible. 

Our ideal candidate

The role would be a client facing one, hence good communication skills are a must. 

The candidate should have the ability to communicate complex models and analysis in a clear and precise manner. 

The candidate would be responsible for:

• Comprehending business problems properly - what to predict, how to build DV, what value addition he/she is bringing to the client, etc.
• Understanding and analyzing large, complex, multi-dimensional datasets and build features relevant for business
• Understanding the math behind algorithms and choosing one over another
• Understanding approaches like stacking, ensemble and applying them correctly to increase accuracy

Desired technical requirements

• Proficiency with Python and the ability to write production-ready codes. 
• Experience in pyspark, machine learning and deep learning
• Big data experience, e.g. familiarity with Spark, Hadoop, is highly preferred
• Familiarity with SQL or other databases.

• 2 - 5 years of hands-on experience with Mongo DB as a Developer.
• Deploy and create MongoDB clusters with appropriate configuration once the machines are provisioned
• Be able to script, and have programming ability with MongoDB shell and/or other programming languages
• Configure and monitor replica sets and Sharded Clusters
• Ability and experience in working with applications that work with MongoDB such as Java, Node.js and/or others
• Experience with MongoDB security, managing roles and permissions
• Experience with MongoDB backups and restores, manually and using MongoDB and other tools
• Knowledge and experience in working with MongoDB Ops Manager and/or Cloud manager
• Knowledge and/or experience working with MongoDB Atlas
• Knowledge of at least one DevOps tool such as Puppet, Chef, Ansible or similar
• Experience with ORM tools such as spring data is preferred.

Required Skill Set-

Project experience in any of the following - Data Management,

Database Development, Data Migration or Data Warehousing.

• Expertise in SQL, PL/SQL.

Role and Responsibilities -

• Work on a complex data management program for multi-billion dollar

customer

• Work on customer projects related to data migration, data

integration

•No Troubleshooting

• Execution of data pipelines, perform QA, project documentation for

project deliverables

• Perform data profiling, data cleansing, data analysis for migration

data

• Participate and contribute in project meeting

• Experience in data manipulation using Python preferred

• Proficient in using Excel, PowerPoint

 -Perform other tasks as per project requirements.

Requirements & Responsibilities:

- 3+ years of experience developing web applications using J2EE.

- 3+ years of experience in Spring Boot.

- Understanding of MicroServices.

- Experience working with tools like Git, Maven, and AWS.

- Expertise in developing RESTful APIs.

- Experience writing Unit and Integration tests.

- Background working with Linux/UNIX environments.

- Strong working knowledge with RDBMS like MySql, Postgres and NoSQL databases like Mongo

- Passion to stay on top of the latest happenings in the tech world and an attitude to discuss and bring those into play.

- Experience with agile/scrum development

- Strong collaboration and communication skills 

- Excellent written and verbal communication skills

Education: Bachelor’s degree in Computer Science, Electrical/Electronic Engineering, Information Technology or another related field or Equivalent

Call Reception and Ticket Logging: Responsible for:

• Ensuring calls are answered professionally
• Ensuring that the relevant information is collected from the customer
• Ensuring that the correct level of priority is agreed with the customer
• The company reference number is provided to customer and customer reference number, where applicable is supplied to the Company
• Ensuring that the ticket is assigned to the correct engineer
• Ensuring that the engineer is aware that there is a new ticket assigned to their queue

SLA Management: Responsible for:

• Ensuring that appropriate attention is paid to P1s
• TPMs engaged immediately for engineer dispatch to the site where applicable
• The customer is forwarded to an engineer for a possible remote fix
• Ensuring that all tickets are managed in line with SLAs

Jeopardy Management: Responsible for:

• Ensuring that the ticket is managed in line with Company’s jeopardy management process

Escalation Management: Responsible for:

• Ensuring that the ticket is escalated appropriately in line with Company’s escalation process
• Provide 1st line escalation to customers and channels (referring to Jeopardy and Escalation Manager)
• Provide 1st line escalation into TPM (referring to Jeopardy and Escalation Manager)
• Responsible for advising Service Centre Manager of any missing information in the knowledge database

Communication Responsible for:

• Customer Communication
• Ensuring that the customer is updated regularly throughout the duration of the ticket
• Ensuring the quality of ticket input is of a high standard
• Ensuring that key internal contacts are advised of any issues
• Responsible for reading, understanding, and complying with Company’s Information Security policies.

FORMAL EDUCATION AND TRAINING

• Educated to an A-level minimum, with higher education qualification (degree or equivalent preferred). Alternatively, relevant and proven Industry experience would be accepted
• Industry or relevant business qualifications and accreditations would be desirable
• Proficiency involved in working in the service industry, with particular emphasis placed on customer focus issues.
• Ability to form close working relationships with the customer community, sub-contractors
• Excellent client-facing communications skills
• A Self-motivated team player with excellent interpersonal skills
• An outgoing individual willing to participate as part of a small and flexible team
• in European languages would be an advantage
• ITIL Foundation / ITIL v3 Foundation
• Overall telecommunications knowledge with an appreciation of the Nortel / Avaya / Genesys / AWS Product Set

Key skills & Experience

• An experienced Communications professional with a broad background in telecommunications at an operational level.
• Recognition of the issues

KEY COMPETENCIES

• Customer Focused
• Relationship Building and Maintenance
• Decision-Making Ability
• Inspiring Communicator
• Initiating Action
• Personal Responsibility

• Product Analytics: This is the first and most obvious role of the Product Analyst. At this capacity, the Product Analyst is responsible for the development and delivery of tangible consumer benefits through the product or service of the business.
• In addition, in this capacity, the Product Analyst is also responsible for measuring and monitoring the product or service’s performance as well as presenting product-related consumer, market, and competitive intelligence.
• Product Strategy: As a member of the Product team, the Product Analyst is responsible for the development and proposal of product strategies.
• Product Management Operations: The Product Analyst also has the obligation to respond in a timely manner to all requests and inquiries for product information or changes. He also performs the initial product analysis in order to assess the need for any requested changes as well as their potential impact.
• At this capacity, the Product Analyst also undertakes financial modeling on the products or services of the business as well as of the target markets in order to bring about an understanding of the relations between the product and the target market. This information is presented to the Marketing Manager and other stakeholders, when necessary.
• Additionally, the Product Analyst produces reports and makes recommendations to the Product Manager and Product Marketing Manager to be used as guidance in decision-making pertaining to the business’s new as well as existent products.
• Initiative: In this capacity, the Product Analyst ensures that there is a good flow of communication between the Product team and other teams. The Product Analyst ensures this by actively participating in team meetings and keeping everyone up to date.
• Pricing and Development: The Product Analyst has the responsibility to monitor the market, competitor activities, as well as any price movements and make recommendations that will be used in key decision making. In this function, the Product Analyst will normally liaise with other departments such as the credit/risk in the business in order to enhance and increase the efficiency of effecting price changes in accordance with market shifts.
• Customer/Market Intelligence: The Product Analyst has the obligation to drive consumer intelligence through the development of external and internal data sources that improve the business’s understanding of the product’s market, competitor activities, and consumer activities.
• In the performance of this role, the Product Analyst develops or adopts research tools, sources, and methods that further support and contribute to the business’s product.

• Lead a small group of highly talented engineers to build platform components to power various micro services.
• Responsible for end-to-end architecture of Platform. Leads High- & Low-level design of critical components.
• Mentor other Senior & Lead engineers
• Lead a small group of highly talented engineers to build platform components to power various micro services.
• Responsible for end-to-end architecture of Platform. Leads High- & Low-level design of critical components.
• Mentor other Senior & Lead engineers