Senior Product Support Engineer

at webengage

Senior Product Support Engineer

webengage

Company

Home

Senior Product Support Engineer

at webengage

Posted by Aashna Desai

1 - 4 yrs

₹4L - ₹7L / yr

Mumbai

Skills

Technical support

Tech Support

Troubleshooting

Software troubleshooting

Marketing Automation

HTML/CSS

Product support

B2B

About us:

WebEngage is a customer data platform and marketing automation suite that makes user engagement and retention simplified and highly effective for consumer tech enterprises and SMBs. One of the hottest global SaaS companies, we’ve been recognized by G2 as a https://webengage.com/blog/webengage-recognized-as-a-marketing-automation-leader-in-asia/">Marketing Automation Leader in Asia 2021.

The platform helps brands drive more revenue from their existing customers and anonymous users through highly contextual, hyper-personalized engagement campaigns across 10 communication channels.

We are headquartered in Mumbai, India, and have offices in Delhi, Bangalore, São Paulo, and Dubai. We work with thousands of https://webengage.com/customers/">brands worldwide, across industries like E-Commerce, Edtech, Fintech, Foodtech, Media & Publications, Gaming, BFSI, Healthcare, and Online Retail.

Learn more about us at http://www.webengage.com/">www.webengage.com

About the role:

Provide enterprise grade support to our clients over email and phone
Address core technical queries related to the product
Troubleshoot bugs faced by our clients. This typically involves working with REST APIs, APIs, HTML/CSS and Javascript
Perform cause analysis of customer issues via in-depth research and analysis using information from product logs and other databases
Collaborate with Engineering and Data Analytics to help solve customer issues and provide reports
Create and maintain internal documentation repositories
Triage incoming requests and enhance workflows to deal with incoming ticket volume
Ensure speedy resolution of issues while maintaining high customer satisfaction

You will have the opportunity to:

Be a part of an elite Technical Support team
Build partnerships and work with some of the biggest enterprise accounts across different domains like e-commerce, travel, insurance, banks, telecom etc
Core markets include US, Europe and SE Asia.

External Skills And Expertise

1-2 years of experience providing enterprise support to Indian and Global clients (B2B SaaS)
Hands on experience with HTML/CSS,Javascript, REST APIs and APIs
Knowledge of Zendesk and JIRA is a plus
Excellent written and verbal communication skills
Ability to explain complex concepts through clear and accurate writing
People skills and having the gift of the gab to handle tricky situations
Ability to complete large volumes of work quickly and independently with a high level of drive, initiative and self-motivation
Flexibility of working in rotational shifts

Life at WebEngage:

We take transparency very seriously. Along with a full view of team goals, get a top-level view across the board with our monthly & quarterly town hall meetings.
A highly inclusive work culture that promotes a relaxed, creative and productive environment.
Practice autonomy, open communication, growth opportunities,while maintaining a perfect work-life balance
Go on company-sponsored offsites, once a year and blow off steam with your work buddies! (Post Pandemic)

Perks & Benefits:

Learning is a way of life. Unlock your full potential backed with cutting-edge tools and mentorship (Macbook for Engagers & reimbursement for your WFH setup!)
Get the best in class medical insurance (with Covid Care facilities), programs for taking care of your mental health, and a Contemporary Leave Policy (beyond sick leaves)

Explore more here:

https://youtu.be/Y0HjfyMjUpg">https://youtu.be/Y0HjfyMjUpg

https://www.linkedin.com/company/webengage">https://www.linkedin.com/company/webengage

https://twitter.com/WebEngage?s=09">https://twitter.com/WebEngage?s=09

Think you fit the bill? Come along, let’s redefine the future of Marketing Automation!

About us:

The platform helps brands drive more revenue from their existing customers and anonymous users through highly contextual, hyper-personalized engagement campaigns across 10 communication channels.

Learn more about us at http://www.webengage.com/">www.webengage.com

About the role:

Provide enterprise grade support to our clients over email and phone
Address core technical queries related to the product
Troubleshoot bugs faced by our clients. This typically involves working with REST APIs, APIs, HTML/CSS and Javascript
Perform cause analysis of customer issues via in-depth research and analysis using information from product logs and other databases
Collaborate with Engineering and Data Analytics to help solve customer issues and provide reports
Create and maintain internal documentation repositories
Triage incoming requests and enhance workflows to deal with incoming ticket volume
Ensure speedy resolution of issues while maintaining high customer satisfaction

You will have the opportunity to:

Be a part of an elite Technical Support team
Build partnerships and work with some of the biggest enterprise accounts across different domains like e-commerce, travel, insurance, banks, telecom etc
Core markets include US, Europe and SE Asia.

External Skills And Expertise

1-2 years of experience providing enterprise support to Indian and Global clients (B2B SaaS)
Hands on experience with HTML/CSS,Javascript, REST APIs and APIs
Knowledge of Zendesk and JIRA is a plus
Excellent written and verbal communication skills
Ability to explain complex concepts through clear and accurate writing
People skills and having the gift of the gab to handle tricky situations
Ability to complete large volumes of work quickly and independently with a high level of drive, initiative and self-motivation
Flexibility of working in rotational shifts

Life at WebEngage:

We take transparency very seriously. Along with a full view of team goals, get a top-level view across the board with our monthly & quarterly town hall meetings.
A highly inclusive work culture that promotes a relaxed, creative and productive environment.
Practice autonomy, open communication, growth opportunities,while maintaining a perfect work-life balance
Go on company-sponsored offsites, once a year and blow off steam with your work buddies! (Post Pandemic)

Perks & Benefits:

Learning is a way of life. Unlock your full potential backed with cutting-edge tools and mentorship (Macbook for Engagers & reimbursement for your WFH setup!)
Get the best in class medical insurance (with Covid Care facilities), programs for taking care of your mental health, and a Contemporary Leave Policy (beyond sick leaves)

Explore more here:

https://youtu.be/Y0HjfyMjUpg">https://youtu.be/Y0HjfyMjUpg

https://www.linkedin.com/company/webengage">https://www.linkedin.com/company/webengage

https://twitter.com/WebEngage?s=09">https://twitter.com/WebEngage?s=09

Think you fit the bill? Come along, let’s redefine the future of Marketing Automation!

Users love Cutshort

Read about what our users have to say about finding their next opportunity on Cutshort.

Shubham Vishwakarma

Full Stack Developer - Averlon

I had an amazing experience. It was a delight getting interviewed via Cutshort. The entire end to end process was amazing. I would like to mention Reshika, she was just amazing wrt guiding me through the process. Thank you team.

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About webengage

Founded :

2011

Type :

Product

Size :

100-500

Stage :

Profitable

About

Improve user engagement and retention with WebEngage marketing cloud. Orchestrate and implement cross-channel workflow with journey designer.Take free demo.

Mili Panicker

Connect

Company social profiles

N/A

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