Product support engineer L2 - Mumbai

HyperVerge is a fast-growing AI company started by IITians with presence in Palo Alto, Irving, Bangalore and Ho Chi Minh. Leading Consumer Lenders, Telcos and Financial Services companies use HyperVerge’s Fintech Platform for customer on-boarding, identity verification, fraud check and other services.

This is a chance for you to be working based out of our Client location in Navi Mumbai -- Biggest Indian PSU Bank featured in Fortune Global 500 list

As a Product Support Engineer, you will be responsible to represent HyperVerge and communicate with enterprise customers via telephone, or email for technical/general issues faced by them. To ensure that customer queries are resolved within the SLA and that customers are informed periodically about the status of issues faced by them.

OUTCOMES EXPECTED:

1. Customer Support

• Be the face of HyperVerge for Enterprise Customers on Product/application support. Ensure that their queries are responded to and resolved within the SLA
• Regularly update the customers on queries raised by them with an objective of keeping them informed about the state

2. Issue Management

• Manage the life cycle of the issues reported by Customers through basic diagnosis, documentation of diagnosis and routing of the problem to relevant team
• Act like a representative of the Customer following up with the internal teams to ensure that the issues are resolved within the committed timeline
• Ensure Issue Resolution Dates are within internal SLA. If not, escalate it to the right team member as per internal Escalation Policies

3. Product Understanding:

• Develop an in-depth understanding of HyperVerge's product and technology by troubleshooting, reproducing and determining the root cause for customer reported issues
• Work closely with Product and Engineering teams to find ways to improve the product
• Understand customer challenges and advocate for their needs with cross-functional teams like product management or software engineering

4. Support Process Improvement

• Constantly aim to make the Support Process more efficient by automating regularly performed mundane task
• Work with Product Team for creation and maintenance of the Issues Run Sheet so as to make resolution of future issues more efficient
• Document each and every issue faced by the Customers with the aim of creating a Knowledge Base for future use
• Document troubleshooting and problem resolution steps

Requirements

1. Engineering Graduate from CS/IT
2. 4 - 7 years of product/application support experience for a SAAS Product
3. Excellent written and verbal communication via phone, email and in-person meetings
4. Knows programming in at least 1 popular Programming language (Java, JavaScript, Python, etc)
5. Experience working in a product-based startup environment will be an added advantage
6. Good interpersonal skills
7. Willingness to learn new technologies

COMPETENCIES:

1. Clarity and Decision Making

• Has the ability to effectively respond to situations without losing the clarity of long term purpose.
• Has the grasping to understand various boundary conditions in complex situations.
• Uncommonly good at managing difficult situations, escalations, product, people and partnerships related decisions

2. Customer Support

• Capable of taking complete ownership of the issues raised by clients from all channels
• Knowing the products supported in-depth to be able to understand the root cause of issues without involving internal development teams
• Should have basic coding/scripting skills
• Proficiency in common service desk softwares and tools for testing the product
• Ability to work with the clients and internal teams to replicate issues that are reported

3. Customer Delight

• Should take pride in providing high quality service to the client
• Should be assertive of the quality of service being provided to the client as non-negotiable
• Does not cut corners ethically. Earns trust and maintains confidence. Does what is right and not just what is politically expedient.

4. Hard Work and Persistence

• Possesses a strong willingness to work hard and sometimes long hours to get the job done. Demonstrates determination and willingness to go the distance to get something done

5. Flexibility and Adaptability

• Adjusts quickly to changing priorities and conditions.
• Copes effectively with complexity and change.
• Demonstrates ability to learn new things