Support Manager at Kloud9 Technologies · Bengaluru (Bangalore) · 6 - 12 years · ₹10L - ₹20L / yr · Profitable · Posted 23 Mar 2023
About Kloud9:
Kloud9 exists with the sole purpose of providing cloud expertise to the retail industry. Our team of cloud architects, engineers and developers help retailers launch a successful cloud initiative so you can quickly realise the benefits of cloud technology. Our standardised, proven cloud adoption methodologies reduce the cloud adoption time and effort so you can directly benefit from lower migration costs.
Kloud9 was founded with the vision of bridging the gap between E-commerce and cloud. The E-commerce of any industry is limiting and poses a huge challenge in terms of the finances spent on physical data structures.
At Kloud9, we know migrating to the cloud is the single most significant technology shift your company faces today. We are your trusted advisors in transformation and are determined to build a deep partnership along the way. Our cloud and retail experts will ease your transition to the cloud.
Our sole focus is to provide cloud expertise to retail industry giving our clients the empowerment that will take their business to the next level. Our team of proficient architects, engineers and developers have been designing, building and implementing solutions for retailers for an average of more than 20 years.
We are a cloud vendor that is both platform and technology independent. Our vendor independence not just provides us with a unique perspective into the cloud market but also ensures that we deliver the cloud solutions available that best meet our clients' requirements.
What we are looking for:
- Service Manager managing a team providing L1, L2 support for multiple applications
- Should be able to work in China hours as and when required
- 6-7 years of experience in a support role
- 2+ years’ experience in Prior experience in supervisory role
- Manage shift rosters, escalations
- Responsible for standing up and running the support team
- Managing the customer support department’s day-to-day functions.
- Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
- Assigning tasks to support team members each day that are based on SLAs, technician availability, and the technician’s skills.
- High level knowledge of the Data Engineering space having supported data stores, data pipelines, and downstream reporting applications is desirable
- Periodic reporting to stakeholders
Why Explore a Career at Kloud9:
With job opportunities in prime locations of US, London, Poland and Bengaluru, we help build your career paths in cutting edge technologies of AI, Machine Learning and Data Science. Be part of an inclusive and diverse workforce that's changing the face of retail technology with their creativity and innovative solutions. Our vested interest in our employees translates to deliver the best products and solutions to our customers!
Shubham Vishwakarma
Full Stack Developer - Averlon
About Kloud9 Technologies
About
Kloud9 was founded with the vision of enabling our customers to transform into an intelligent enterprise with our “AI-First” approach. We help our customers in their data transformation and insights transformation journeys and enable them to make smart business decisions.
At Kloud9, we know AI & ML is one of the key technologies that can help organizations to significantly improve their customer experiences and transform their business operations to enable them to survive & thrive in this global competitive market.
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Support Engineer – AI/ML & Education ERP
Company: iCloudEMS
Location: Remote / Work From Home
Employment Type: Full-Time
Experience: Freshers / 0–1 Year
About iCloudEMS
iCloudEMS is an Education ERP platform that helps universities, colleges, and educational institutions manage academic and administrative operations through integrated digital solutions.
We are looking for a motivated Support Engineer with an interest in AI/ML technologies to support clients using the iCloudEMS Education ERP platform. The ideal candidate should have basic knowledge of SQL/MySQL, web applications, troubleshooting, and AI/ML concepts, along with strong communication and problem-solving skills.
Key Responsibilities
- Provide first-level technical support through phone, email, and ticketing systems.
- Troubleshoot issues related to Admissions, Academics, Finance, HRMS, LMS, and Online Examination modules.
- Perform basic SQL/MySQL queries for data validation, troubleshooting, and issue analysis.
- Reproduce reported issues and coordinate with QA and Development teams for resolution.
- Test software functionality and verify bug fixes.
- Analyze API/web application issues and escalate complex technical problems.
- Assist with AI-powered features, AI/ML tools, and automation workflows where required.
- Support testing and validation of AI/ML-based features and applications.
- Create support documentation, FAQs, user guides, and knowledge-base articles.
- Assist with client onboarding, product demonstrations, and user training.
- Maintain clear communication with clients and ensure timely issue resolution.
- Continuously learn new ERP, AI/ML, database, and web technologies.
Required Skills
- Bachelor's degree in Computer Science, IT, BCA, MCA, B.Tech, or related field.
- Freshers or candidates with 0–1 year experience can apply.
- Basic knowledge of SQL/MySQL and relational databases.
- Basic understanding of web applications, APIs, and troubleshooting.
- Basic understanding of AI/ML concepts, Generative AI, or LLMs.
- Strong analytical and problem-solving skills.
- Good verbal and written communication.
- Ability to understand technical problems and explain solutions clearly.
- Willingness to learn AI/ML and emerging technologies.
Preferred Skills
- Basic knowledge of PHP, HTML, CSS, and JavaScript.
- Familiarity with OpenAI/LLM APIs, ChatGPT, prompt engineering, or AI tools.
- Basic knowledge of Python and AI/ML libraries is an advantage.
- Familiarity with ERP/EdTech applications.
- Knowledge of ticketing/helpdesk systems.
- Basic understanding of REST APIs and web services.
What You'll Gain
- Hands-on experience with a real-world Education ERP platform.
- Practical exposure to SQL, databases, APIs, web applications, and troubleshooting.
- Exposure to AI/ML, Generative AI, LLMs, and AI-powered ERP features.
- Experience working with Support, QA, Development, and Implementation teams.
- Client communication and enterprise software experience.
- Long-term career growth and learning opportunities.
Benefits
- Full-Time Employment
- Permanent Work From Home
- Learning and development opportunities
- Exposure to Education ERP + AI/ML technologies
- Collaborative work environment
- Career growth opportunities
Compensation: As per company norms
Why Join iCloudEMS?
Join iCloudEMS to work on a real-world Education ERP platform while gaining practical experience in technical support, SQL, web technologies, AI/ML, and enterprise software. This role is ideal for candidates who want to build a strong foundation in both technical support and emerging AI technologies.
The L1 Application Support team is the first line of defense for all production-related customer issues. You will handle customer queries, follow Standard Operating Procedures (SOPs) to resolve incidents, perform preliminary checks, and escalate issues to the Integration Engineering or Development teams when required. This role ensures smooth platform operations, fast response times, and a great customer experience.
Job description: https://drive.google.com/file/d/1MvBp9I_xsheIhmKUwgH8iNPaTydLGwZ1/view?usp=drive_link
Application form: https://docs.google.com/forms/d/e/1FAIpQLSf8CM2g22WLPD9QWxK8o2cdAr_y6PhWzIb-Z0k5sQ59ufdsGQ/viewform?usp=dialog
Responsibilities
- Incident Handling & Production Support
- Escalation & Coordination
- Monitoring & Alerts
- Documentation & SOP Adherence
- Customer Interaction
Requirements and Qualifications:
- Minimum 1 year of experience as App support or product support
- Basic understanding of APIs, JSON, request/response flow.
- Ability to read logs and use monitoring tools.
- Strong communication and customer-handling skills.
Location: Bangalore, Karnataka
As a Customer Support Executive / Manager, you will own a set of client accounts and ensure they successfully adopt and use the product.
You will handle client onboarding, product training, reporting, data requests and day-to-day client queries. You will also identify repetitive requests and use AI and automation to make recurring reports and workflows more efficient.
Job Summary
We are looking for a motivated and customer-focused Support Services Executive to handle customer queries, troubleshoot issues, and provide timely resolutions. The ideal candidate should have an experience in the Salesforce platform, along with strong communication, analytical, and problem-solving skills.
Key Responsibilities
- Act as a primary point of contact for customer support requests.
- Analyze, troubleshoot, and resolve customer-reported issues within defined SLAs.
- Communicate regularly with customers and provide timely updates on case progress.
- Monitor support cases and ensure proper follow-up until closure.
- Meet defined targets for response time, resolution time, quality, and customer satisfaction.
Required Skills and Qualifications
- 0–3 years of experience in Customer Support, Application Support, Technical Support, or a similar role.
- Familiarity with CRM systems and support ticketing tools is an added advantage, with Salesforce CRM experience preferred.
- Basic knowledge of SQL, Salesforce, ERP applications, or cloud-based applications is preferred.
- Strong communication, analytical, and problem-solving skills.
· Willingness to work in rotational shifts covering IST and EST time zones on alternate weeks, as required.
Preferred Skills
- Experience in SaaS, ERP, CRM, or enterprise application support.
- Hands-on experience with the Salesforce Platform and Service Cloud
- Knowledge of SQL queries and database concepts.
- Experience working with support ticketing systems.
- Strong customer service and stakeholder management skills.
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Full Stack Developer - Averlon