Customer / Tech Support Engineer

Job Title: Customer Success Lead

Location: Mumbai

Work Mode: Remote

Shift Timings: US Shift

Experience: 4–7 years

Industry: B2B SaaS | Enterprise Accounts

About Master-O

Master-O is a next-generation sales enablement and microskill learning platform that empowers frontline teams through gamification, AI-driven coaching, and continuous performance reinforcement.

Our platform is trusted by leading enterprises in financial services, retail, pharma, consumer goods, telecom, automobile, BFSI, construction and others to drive measurable business outcomes across sales readiness, productivity, and execution excellence.

As we scale our presence across global markets—especially the North American enterprise segment—we are looking for someone who can own strategic accounts, drive adoption, and unlock growth opportunities.

Role Overview

The Customer Success Lead will play a critical role in ensuring long-term customer value, retention, and expansion for Master-O’s enterprise clients. This role goes beyond traditional customer success—combining strategic account management, and business development.

You will act as a trusted advisor to senior stakeholders, ensuring customers achieve measurable ROI while identifying opportunities to grow the account footprint.

Key Responsibilities

Customer Success & Key Account Management

• Own end-to-end customer success for enterprise corporate accounts, primarily in the North American market
• Drive onboarding, adoption, engagement, and value realization of the Master-O platform
• Build strong relationships with CXOs, Sales Heads, L&D leaders, and other stakeholders
• Act as the point of contact with the customer, ensuring feedback is looped back into product and solution improvements
• Track success metrics such as usage, renewals, and expansions

Business Development & Account Expansion

• Identify upsell and cross-sell opportunities within existing accounts
• Collaborate with Sales and Leadership teams to convert success stories into growth opportunities
• Support new business conversations through demos wherever required
• Drive expansion into new teams, geographies, or use cases within existing enterprise clients

Stakeholder & Internal Collaboration

• Work closely with Product & Design, Tech and CS teams to ensure seamless execution
• Translate client business objectives into platform use cases and success roadmaps
• Support case studies, testimonials, and references from satisfied customers

Required Skills & Experience

• 4–7 years of full-time experience in Customer Success / Key Account Management
• Prior experience in B2B SaaS companies, handling enterprise-level clients
• Proven experience working with North American customers and managing stakeholders across time zones
• Strong understanding of SaaS metrics, renewals, expansions, and customer lifecycle management
• Exposure to large consumer-driven enterprises (preferred)
• Excellent communication, presentation, and stakeholder management skills
• Strong business acumen with the ability to connect product value to business outcomes
• Comfortable working in a remote setup with US shift timings

What You’ll Get

• Opportunity to work with both: Pan-India and Global enterprise brands
• High ownership role with direct impact on customer outcomes and revenue growth
• Exposure to cutting-edge AI-driven learning and sales enablement technology
• Fast-paced environment with room to grow into a leadership role
• Competitive compensation aligned with experience

Key Responsibilities:

• Lead the erection and commissioning of 11 kV and LT distribution lines including overhead and underground works.
• Coordinate with clients (NBPDCL), contractors, site engineers, and consultants for project planning and execution.
• Prepare and validate project documents including Bill of Quantity (BOQ), Joint Measurement Certificates (JMCs), client billing, and handover-takeover (HOTO) reports.
• Implement conversion of bare conductors to Aerial Bundled (AB) cables to reduce AT&C losses.
• Ensure installation and material quality adherence to project drawings and specifications.
• Supervise and train field teams on layout, material handling, safety practices, and execution methodologies.
• Utilize GPS-based techniques to define coordinates for township-level layouts and planning.
• Manage execution under 4 critical schedules of the RDSS scheme:
• Feeder Segregation
• Bifurcation of Long/Lengthy Feeders
• HVDS (High Voltage Distribution System)
• Cabling & Re-conductoring Works

Desired Candidate Profile:

• B.Tech in Electrical Engineering (Mandatory); MBA in Project Leadership Management (Preferred)
• 3.5 – 7 years of experience in EPC/Power Distribution projects, preferably in rural and urban electrification works.
• Proficiency in project documentation, estimation, client coordination, and quality inspections.
• Strong team management and leadership skills with the ability to mentor junior engineers and field staff.
• Knowledge of GPS and basic electrical testing tools (e.g., Megger Testing).
• Familiarity with government-led projects such as IPDS, R-APDRP, RDSS is a plus.

Key Competencies:

• Strategic Planning & Execution
• Quality & Compliance Monitoring
• BOQ & Billing Documentation
• Vendor and Subcontractor Coordination
• Field Supervision and Site Safety
• Client Relationship Management

Job Title: React Lead Developer

Location: Airoli, Mumbai

Work Mode: Work from Office (WFO) – Full-time

About the Role:

We are seeking a highly skilled and experienced React Lead Developer to join our growing team in Airoli, Mumbai. The ideal candidate will lead front-end development efforts, mentor developers, collaborate closely with cross-functional teams, and play a key role in delivering scalable, high-performance web applications.

Key Responsibilities:

• Lead the design and development of responsive web applications using React.js
• Collaborate with UX/UI designers, product managers, and backend teams to deliver high-quality products
• Write clean, maintainable, and well-documented code
• Optimize applications for performance and scalability
• Conduct code reviews and ensure coding best practices are followed
• Mentor and guide junior developers in the team
• Participate in architectural discussions and contribute to tech strategy
• Keep up with emerging trends and technologies in frontend development

Required Skills & Experience:

• 6+ years of experience in frontend development, with at least 3 years in React.js
• Strong proficiency in JavaScript (ES6+), HTML5, CSS3, Redux, and REST APIs
• Experience with React Hooks, Context API, and component-based architecture
• Familiarity with Webpack, Babel, and modern build tools
• Experience with version control tools like Git
• Exposure to Agile methodologies and CI/CD pipelines
• Strong problem-solving and debugging skills
• Excellent communication and leadership qualities

Nice to Have:

• Experience with TypeScript, Next.js, or React Native
• Exposure to cloud platforms (AWS/Azure)
• Familiarity with testing frameworks (Jest, Cypress, etc.)

Education:

Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field

Must have Expert level (5-7 years of development and maintenance experience) in MS SQL Server

·       Excellent skills in writing Stored Procedures, functions, triggers, queries, scripts, etc.

·       Excellent in troubleshooting, performance tuning, debugging, and query optimization

·       Excellent in indexing, finding and resolving potential for database deadlocks

·       Strong in database migrations and upgrades. 

·       Has experience with analytics and reporting.

·       3+ years of experience with SSIS, SSRS.

·       Has experience with Access DB.

·       Have a MS SQL Server certification OR are willing to obtain in a short time frame.

What will I be doing? 👩‍💻👨‍💻

Leading parts of the product from inception to launch, and own large parts of the product’s execution.
Working with our Sales and frontend team to build products with the goal of delighting and increasing the success of our users.
Architecting, building, testing, and releasing product-facing features.
Contributing to our side projects and free tools for the education industry.

What do I need? 🤓

1-2 years of industry experience in a software engineering role, preferably building a SaaS product. You can demonstrate significant impact that your work has had on the product and/or the team.
Deep knowledge of a high-level programming language (for example, PHP, Python, etc.) but it doesn’t need to be a language that we use here! Great people are effective and learn what we use quickly (or introduce us to better ways of working)
Deep knowledge of SQL Databases
Experience with scalable distributed systems, both built from scratch as well as on AWS primitives
Willingness to learn and use new technologies
Extremely data-driven
Ability to debug complex systems

Brownie points 🍰

Using a framework (for example, Laravel, Code Igniter, Django)
Understanding of containerisation (Docker/Kubernetes) along with ability to deploy to AWS ECS (or similar tools)

Feel free to apply even if you feel unsure about whether you meet every single requirement in this posting. As long as you're a quick learner, and are excited about changing the status quo for tech recruitment, we're happy to support you as you come up to speed with our tech stack.

Perks 😍

Flexible vacation
Take a tutorial, on us
Monthly remote meals

Tech stack 🔨

PHP
Laravel
NodeJS
VueJS
Ionic Angular
Digital Ocean
AWS
MySQL

Why Classcard? 🚀

We are still in the early stages of our journey. You will be working closely with our users, acting on both their feedback and what our data says. Things you build here will have tremendous impact on both our business and Classcard as a company.
What happens after I apply? 🤔

1. Quick phone call with a member of our engineering team to find out more about your experience and why you want to work at Classcard.

2. Video interview:

   Technical discussion with a senior engineer
   Pairing on an interesting problem
   Meet the founders

• You will hold the beacon for development and user experience at a company while helping us scale from 3 million users to 50 million users
• Build performance and effective new features by participating in the overall application lifecycle
• Build modular, reusable, performant, and optimal features both in frontend and backend
• Code, debug, troubleshoot, deliver
• Help maintain and improve existing data structures while planning and implementing new model data structures for scalability
• Continuously improve stability and performance of company’s tech platform
• Be the user’s voice and help make product decisions
• Exhibits knowledge and behavior to adopt Information Security and Privacy practices at their work.

• 1 - 4 years experience as a Full-Stack Developer
• In-depth understanding of the entire web development process (design, development, and deployment)
• Proficiency with Nodejs, MongoDB, AWS.
• Proficiency with front-end languages (e.g. HTML, JavaScript, and CSS)
• Team Building & Leadership
• Want to interact with all levels of the company including senior leaders and cross-functional teams
• Love problem solving and thrive on handling multiple projects and tasks
• Foster strong professional relationships with the full organization
• Sense of ownership and pride in your performance and its impact on the company’s success