Technical Support Engineer- Customer Success

Technical Support Engineer (Customer Success)

Bangalore, Customer Success, Full time

A Technical Support Engineer at Netcore Unbxd is the primary contact for customers on support issues and product queries. The TSE works on all matters about Unbxds products & services for a variety of customers ranging from small & mid segment to large enterprises. A TSE uses his/her skills to troubleshoot technical problems, effectively collaborate, communicate with, and escalate to other internal teams within Unbxd to deliver resolution for the customers.

The role requires the candidates to deliver timely and high-quality incident resolution focusing on root cause analysis, prevention, and knowledge transfer and also contribute to the internal knowledge base. The role demands continuous learning across Unbxd technology stack & strong customer focus to drive faster resolution & customer satisfaction.

A Technical Support Engineer at Unbxd works mostly with but not limited to the software developers and other technical members from the customer side.

If so, this is an opportunity for you to join a high-functioning team and make your mark on our organization!

The impact you will create on the Job:

• Interacting with customers using the telephone, email, and chat services to resolve support incidents
• Contact and resolve customer issues within the target service level agreements
• Scope and document customer incidents with troubleshooting, root cause, and resolution information
• Follow the internal processes, policies, and guidelines on collaboration, escalation & communication
• Contribute to the internal and external knowledge base for faster resolution of incidents

What do we look for?

• Must have minimum experience of 1-3 years in a product support business interacting with English-speaking customers over calls, emails, and chat preferably US-based
• Must have good verbal and written communication skills in the English language.
• Problem-solving skills and good troubleshooting acumen
• Passion for technology and aptitude to ramp up on technical and business concepts.
• Be able to work in high visibility, high-pressured scenarios
• Willing to work in rotational 24/7 support shift model, On-call rotation, and work off hours as required
• Good level of familiarity with using ticketing and tech support platforms such as Zendesk, Freshdesk, and Salesforce
• Collaborate across teams to identify root cause for technical issues
• Collaborate and work closely with core engineering teams daily
• Own and drive technical issues through to resolution
• Proficient with technical problem-solving methodologies
• Ability to effectively communicate technical details to all audiences
• Excellent communication and interpersonal skills
• Strong organizational and time management skills

Technology Stack

Frontend: 

Must have

• Javascript, HTML5, CSS3, JQuery,

Good to have

• LESS Twitter Bootstrap, Typescript, SASS, Angular JS/ React

Backend:

Must have

• Anyone or more of the following programming languages

Node.js/ Python/ PHP/ JAVA*

• Anyone or more of the following framework

Laravel, Django, Zend, Spring, Hibernate

Database:

Must have

• Working knowledge of SQL queries
• Anyone or more of the following databases Mongo, Postgresql or any other NoSQL DB knowledge

Not mandatory but good to have:

• Experience using Grunt, Bower, and Git.

Must have:

• Basic networking concepts.
• Basic Linux terminal commands
• Knowledge of various HTTP headers, cookies, web APIs, web servers, SSL
• Knowledge of troubleshooting tools such as curl, postman, fiddler, chrome debugger etc.

Why Netcore Unbxd?

At Netcore Unbxd, we're building the world's largest search intelligence products. We are a bunch of close-knit, highly driven, and highly skilled engineers & Support Function teams who think big and execute beyond what is expected. The challenges cut across algorithmic problem solving, systems engineering, machine learning and infrastructure at a massive scale.

What’s in it for you?

• Immense growth, and continuous learning.
• Work with some of the most innovative brains.
• Opportunity to explore your entrepreneurial mindset.
• Open culture where your creative bug gets activated.
• Multiple products to build the relationship.