Senior Customer Support Engineer

Senior Customer Support Engineer.

CEE - CAT | Thane, Mumbai | Full-Time.

Work Mode: WFO (Work from Office)

About the Role:

You will be responsible for delivering exceptional technical support to our customers by troubleshooting, resolving issues, and providing guidance on Netcore Clouds suite of products. You will collaborate closely with internal teams to ensure customer satisfaction and a seamless user experience.

Key Responsibilities:

• Provide efficient and accurate technical support to ensure customer satisfaction.
• Provide escalated technical and triage support for internal teams.
• Respond to customer queries via emails, chats, and calls, ensuring high-quality resolutions.
• Educate customers on product functionalities to enhance their experience and ensure optimal usage.
• Conduct product training and demonstrations for customers.
• Work closely with Engineering, Product, and Customer Success teams to resolve issues and improve processes.
• Analyze and identify potential product enhancements or process improvements.
• Monitor internal alerts and escalate critical issues as needed.
• Maintain and contribute to online support documentation.
• Ensure adherence to support SLAs and customer experience metrics.

What We Are Looking For:

Must-Have:

• Bachelors degree in Engineering (Computer Science or IT preferred).
• 2-4 years of experience in a Global Product Support or Customer Success role.
• Specialized knowledge of Linux and troubleshooting.
• Experience with DNS, HTML, CSS, JIRA, and REST APIs.
• Familiarity with support platforms like Zendesk and Freshdesk.
• Strong analytical and problem-solving skills.
• Excellent communication skills with a strong customer-centric approach.
• Willingness to work in flexible shifts to cater to global customers.

Good to Have:

• Programming knowledge (API/Web/Mobile development)
• Experience with Microsoft Excel, OpenOffice Calc, and PowerPoint for reporting.
• Ability to work independently and deliver outcomes efficiently.
• Strong interpersonal skills with a structured thought process.
• Ability to remain calm and composed in challenging customer interactions.

Success Metrics:

• Customer Satisfaction (CSAT) Score and periodic feedback.
• First-Time Resolution Rate.
• Adherence to support SLAs.
• Quality and accuracy of responses.

Join us at Netcore Cloud to be part of a dynamic team that empowers businesses worldwide with cutting-edge technology solutions!

About Netcore Cloud:

Netcore Cloud is a global leader in customer engagement, offering AI-powered marketing automation and product experience solutions. We help brands create personalized, data-driven customer journeys across multiple channels. A leading AI/ML-powered personalization full-stack platform that helps B2C brands increase engagement, conversions, revenue, and retention across the entire customer lifecycle. We currently work with 6500+ enterprise brands across 40+ countries and serve more than 70% of Unicorns in India, making us one of the top-rated personalization marketing platforms.

Headquartered in India, we have a global footprint across 10 countries. Netcore has been certified as a Great Place to Work for Seven consecutive years, reinforcing our people-first culture driven by values of honesty, humanity, openness, and commitment to customer and employee success.

A career at Netcore is more than just a job its an opportunity to shape the future. For more information, please visit netcorecloud.com or follow us on LinkedIn.