IT Support Engineer

About Us

HighLevel is an AI powered, all-in-one white-label sales & marketing platform that empowers agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. We are proud to support a global and growing community of over 2 million businesses, comprised of agencies, consultants, and businesses of all sizes and industries. HighLevel empowers users with all the tools needed to capture, nurture, and close new leads into repeat customers. As of mid 2025, HighLevel processes over 15 billion API hits and handles more than 2.5 billion message events every day. Our platform manages over 470 terabytes of data distributed across five databases, operates with a network of over 250 microservices, and supports over 1 million domain names.

Our People

With over 1,500 team members across 15+ countries, we operate in a global, remote-first environment. We are building more than software; we are building a global community rooted in creativity, collaboration, and impact. We take pride in cultivating a culture where innovation thrives, ideas are celebrated, and people come first, no matter where they call home.

Our Impact

As of mid 2025, our platform powers over 1.5 billion messages, helps generate over 200 million leads, and facilitates over 20 million conversations for the more than 2 million businesses we serve each month. Behind those numbers are real people growing their companies, connecting with customers, and making their mark - and we get to help make that happen.

Who You Are

The Manager of Customer Success is responsible for leading and inspiring the Customer Success team. The Manager of Customer Success is the key champion for ensuring HighLevel customers’ end-to-end lifecycle experience is exceptional. The goal is to maximize customer lifetime value through retention and own the “voice of customer” as part of HighLevel’s overall customers for life vision. The manager of Customer Success will be focused on ensuring the highest levels of customer success and end-user adoption as measured by retention, renewals and CLTV, and advocacy of HighLevel’s product and services. The Manager of Customer Success is a central role raising the voice of customer to a roar within HighLevel utilizing internal “HealDesk'' processes and communications

What You’ll Do:

• Supervise a team of Implementation Advisors/Customer Care Representatives focused on solving customer issues and achieving high levels of customer satisfaction and retention and fostering a positive team culture. Accomplishes customer success human resource
• Manages employee recruitment, selection, training, scheduling, coaching, counseling, and discipline. Communicates job expectations, monitors performance, appraises contributions, plans compensation, and enforces policies.
• Help to develop a proactive approach to customer success by defining customer churn risk criteria
• Develop and lead proactive out-reach programs that drive greater adoption of new features and optimization of current customer implementations
• Facilitate industry-leading “voice of the customer” processes including feedback channels and continuous improvement methods to enhance customer experience.
• Conduct consistent and impactful performance conversations, conflict management and coaching sessions with team members and managers.
• Use quantitative and qualitative analysis to drive operational excellence in the areas of customer engagement
• Devise a customer contact methodology to monitor and improve renewal/retention rates
• Can include managing or engagement with enterprise accounts
• Ensure execution of customer journey touchpoints, including onboarding, business reviews, retention, upsells and other opportunities
• Coach team on customer success best practices and training
• Provide continuous knowledge growth opportunities for Highlevel features and products
• Collaborate with cross-functional teams to ensure visibility and alignment
• Managing customer complaints, CSAT results and relationships to assure customers satisfaction.
• Facilitate proper delegation to team members in the proper roles.
• Building SOPs, Playbooks and KPIs for Team and Department and report on KPI achievement
• Build out a road map for successful implementations and ongoing support of this process and product engagement for team
• Serve as an escalation point for critical recruiting issue resolution
• Serve as an escalation point for at risk customers to promote product and resources that will help them be successful
• Leverage analytics to review automations and internal processes are successful and continue adapting strategies for your Customer success team to use with customers
• Continued optimization of current process and future ideals

What You’ll Bring

• Bachelor’s degree or equivalent experience
• 7+ years of experience leading customer facing, SaaS teams (CSM, Onboarding or Account Management
• 3+ years experience managing and leading technical, customer-facing teams of 12+ individuals.
• Project management skills
• Leading a results driven team
• People manager at heart, you love mentoring, leading and contributing to the professional development of those around you
• Strong collaboration, time-management, influencing and prioritization skills are critical to the success of this role
• The ability to build and maintain relationships internally with team and with customers
• Excellent listening, presentation and communication skills at all levels
• Strong customer facing communication skills
• Demonstrated data driven approach to problem solving
• Must be a go-getter and not afraid to ask questions
• Must have basic computer and excel skills
• Bachelor’s degree or equivalent experience
• 7+ years of experience leading customer facing, SaaS teams (CSM, Onboarding or Account Management
• 3+ years experience managing and leading technical, customer-facing teams of 12+ individuals.
• Dedicated people manager, you are passionate about mentoring, leading, and contributing to the professional development of your team.
• Experience with cross-functional collaboration (Implementation, Account Management, Product, Support, Training)
• Hands-on experience with CRM, CS, and workflow tools (e.g., Freshdesk, Tableau, etc.)
• Strong analytical, process-building, and program management skills (KPI and SOP ownership).
• Demonstrated data driven approach to problem solving.
• Track record of coaching, mentoring, and empowering high-performance teams
• Excellent communication, collaboration, presentation and time-management skills
• Proactive and inquisitive; not hesitant to seek clarification.

Equal Employment Opportunity Information

The company is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide the following demographic information. This information is used solely for compliance with government recordkeeping, reporting, and other legal requirements. Providing this information is voluntary and refusal to do so will not affect your application status. This data will be kept separate from your application and will not be used in the hiring decision.

Hi Kirti,

Job Title: Data Analytics Engineer

Experience: 3 to 6 years

 Location: Gurgaon (Hybrid)

Employment Type: Full-time

Job Description: 

We are seeking a highly skilled Data Analytics Engineer with expertise in Qlik Replicate, Qlik Compose, and Data Warehousing to build and maintain robust data pipelines. The ideal candidate will have hands-on experience with Change Data Capture (CDC) pipelines from various sources, an understanding of Bronze, Silver, and Gold data layers, SQL querying for data warehouses like Amazon Redshift, and experience with Data Lakes using S3. A foundational understanding of Apache Parquet and Python is also desirable. 

Key Responsibilities: 

1. Data Pipeline Development & Maintenance 

• Design, develop, and maintain ETL/ELT pipelines using Qlik Replicate and Qlik Compose. 
• Ensure seamless data replication and transformation across multiple systems. 
• Implement and optimize CDC-based data pipelines from various source systems. 

2. Data Layering & Warehouse Management 

• Implement Bronze, Silver, and Gold layer architectures to optimize data workflows. 
• Design and manage data pipelines for structured and unstructured data. 
• Ensure data integrity and quality within Redshift and other analytical data stores. 

3. Database Management & SQL Development 

• Write, optimize, and troubleshoot complex SQL queries for data warehouses like Redshift. 
• Design and implement data models that support business intelligence and analytics use cases. 

4. Data Lakes & Storage Optimization 

• Work with AWS S3-based Data Lakes to store and manage large-scale datasets. 
• Optimize data ingestion and retrieval using Apache Parquet. 

5. Data Integration & Automation 

• Integrate diverse data sources into a centralized analytics platform. 
• Automate workflows to improve efficiency and reduce manual effort. 
• Leverage Python for scripting, automation, and data manipulation where necessary. 

6. Performance Optimization & Monitoring 

• Monitor data pipelines for failures and implement recovery strategies. 
• Optimize data flows for better performance, scalability, and cost-effectiveness. 
• Troubleshoot and resolve ETL and data replication issues proactively. 

Technical Expertise Required: 

• 3 to 6 years of experience in Data Engineering, ETL Development, or related roles. 
• Hands-on experience with Qlik Replicate & Qlik Compose for data integration. 
• Strong SQL expertise, with experience in writing and optimizing queries for Redshift. 
• Experience working with Bronze, Silver, and Gold layer architectures. 
• Knowledge of Change Data Capture (CDC) pipelines from multiple sources. 
• Experience working with AWS S3 Data Lakes. 
• Experience working with Apache Parquet for data storage optimization. 
• Basic understanding of Python for automation and data processing. 
• Experience in cloud-based data architectures (AWS, Azure, GCP) is a plus. 
• Strong analytical and problem-solving skills. 
• Ability to work in a fast-paced, agile environment. 

Preferred Qualifications: 

• Experience in performance tuning and cost optimization in Redshift. 
• Familiarity with big data technologies such as Spark or Hadoop. 
• Understanding of data governance and security best practices. 
• Exposure to data visualization tools such as Qlik Sense, Tableau, or Power BI. 

Our client has a B2C startup in the Fintech space building the payment system for the

subscription economy. We have raised pre-seed funding from some of the leading

investors in the country. A small brief about their product - To build the payment

system for the subscription economy and make it easier to discover and manage

subscription payments in India and abroad. To give subscription merchants the

power to increase their offering by providing user subscription data, multiple login

authentication, distribution and one click subscription checkouts. To enable users to

participate in the subscription economy & increase adoption of new subscriptions.

The core team come from strong backgrounds having been alumni of IIT Madras,

IIM Calcutta as well as having worked with some of the top startups in the

ecosystem including Swiggy, Mckinsey, Barclays, etc..

What we're looking for

We are looking for an experienced Python developer to join our engineering team

and help us develop our mobile application. In this role, you will be responsible for

writing and testing scalable code, developing back-end components, and integrating

user-facing elements in collaboration with front-end developers.

To be successful as a Python developer, you should possess in-depth knowledge of

object-relational mapping, experience with server-side logic, and above-average

knowledge of Python programming.

As one of the earliest members in engineering, you will have the flexibility to design

the application and systems from ground up. As any early-stage start-up, we expect

you to be comfortable wearing various hats, and be proactive contributor in building

something truly remarkable.

Responsibilities

Coordinating with development teams to determine application requirements.Python Backend Developer

2

Writing scalable code using Python programming language.

Developing back-end components.

Implement business logic in the backend

Integrating user-facing elements using server-side logic.

Create restful APIs for a seamless integration with our mobile front end

Testing and debugging applications.

Assessing and prioritizing client feature requests.

Integrating data storage solutions.

Coordinating with front-end developers.

Reprogramming existing databases to improve functionality.

Developing digital tools to monitor online traffic.

Qualifications

4+ years of experience in Python, Django, Mongo, Express, MySQL, etc

Have built applications capable of serving high volume with low latency in

production

Following practices of agile development with continuous integration/deployment

A deep understanding and multi-process architecture and the threading

limitations of Python.

Experience in deploying applications in AWS cloud

Ability to collaborate on projects and work independently when required.

Knowledge in building applications for Fintech/payments domain is a bonus

Bachelor's or Master's degree in CS or equivalent from a reputed institution

Position Overview:

This position is part of highly skilled fimrware team that do software board bring up of bare silicon for next generation products. In order to write system software for embedded electronic products, this position requires academic background in electronics engineering to understand hardware concepts such as digital logic, schematics, and microprocessor communications to develop effective embedded software.

Candidate should have complete knowledge of Software development cycle from architecture definition to the implementation.

Responsibilities:

• Must wear multiple hats from analyzing field and factory reported issues to software integration.
• Be a liason for troubleshooting and debugging complex systems and identifying the root cause.
• Develop detailed design documents and customer facing application notes for the system and IOT features for Mobile routers.
• Act as a product lead and be part of bigger team in software bring up.   
• Ability to work on Low level software such as bootloaders and understanding of low level functional blocks is a must.
• Work on Linux kernel and configuration.
• Write or port device drivers for Ethernet, USB, GPIO, LED, Bluetooth, Accelormeter, LCD and touch screen.
• Debug stability issues in data routing between WAN and LAN interfaces.
• Work with Software QA with test plan and execution.
• Work with Hardware team to identify and root cause stability problems.

Experience/Requirements:  

• Demonstrable knowledge of C, C++, Assembly programming skills
• Overall 10+ years of experience in embedded environment preferabily Linux.
• Board bring up proficiency with bootloaders and other low level software, must be very good with debugging techniques.
• Experience in TCP/IP networking is must for trouble shooting throughput and other traffic issues.
• Driver experience with I2C, SPI, UART, LCD, Ethernet, PCIe is a plus.
• Experience with low level debugging using JTAG.
• Experience with Makefiles, and build environments such as PTXDIST, Yocto and Buildroot.    
• Experience with version control such as git and svn.
• Good communication skills and team player.
• Ability to work independently and autonomously to meet deadlines, in a fast-changing environment.

Education:

• 4+ years of extensive EXP in TIBCO SPOTFIRE Dashboard Development is MUST
• Design and create data visualizations in TIBCO Spotfire
• Proven EXP in delivering Spotfire solutions to advance business goals and needs.
• Detailed knowledge of TIBCO Spotfire - report developer configuration
• EXP on creating all charts that exist in Spotfire (scatter, line, bar, combo, pie, etc.) and how to manipulate every property associated with a visualization (trellis, color, shape, size, etc.)
• EXP in writing efficient SQL queries, views in relational databases such as Oracle, SQL Server, Postgres and BigQuery (Optional).
• Ability to incorporate multiple data sources into one Spotfire DXP and have that information linked via data table relations.
• EXP with Spotfire Administrative tasks, load balancing, installation/configuration of servers and clients, upgrades and patches would be a plus.
• Strong background in analytical visualizations and building executive dashboards.
• In-depth knowledge & understanding of BI and Datawarehouse concepts