Senior Product Support Engineer

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 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 brands worldwide, across industries like E-Commerce, Edtech, Fintech, Foodtech, Media & Publications, Gaming, BFSI, Healthcare, and Online Retail.

Learn more about us at [hidden]

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:

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