Xeno - Senior Support Engineer - Troubleshooting (2-5 yrs)

About Us :

At Xeno, we are on a mission to revolutionize the way businesses connect with their customers through cutting-edge technology. Our team is a mix of passionate problem-solvers, creative thinkers, and customer champions. We are looking for a Senior Support Engineer to join our team and take customer experience to the next level.

What You'll Do :

As a Senior Support Engineer, you will :

- Take full ownership of customer-reported issues, ensuring timely research, diagnosis, and resolution within SLA timelines.

- Analyze and resolve technical issues by identifying root causes and providing effective solutions using diagnostic tools and targeted questioning.

- Conduct Admin and User training sessions (virtual and in-person) to ensure smooth onboarding and effective product adoption.

- Assist customers via phone, email, or chat, guiding them step-by-step to resolve technical challenges.

- Partner with engineering and product teams to address recurring issues, improve product quality, and escalate critical cases as needed.

- Monitor and manage customer satisfaction, anticipating challenges, and contributing to retention through strong relationships.

- Act as a customer advocate while adhering to SLAs and maintaining documentation for knowledge sharing and process improvements.

What We're Looking For :

- BE/ BTech in the field of IT/Computer Science/ Electronics/Electronics and Telecommunication.

- 2-5 years of experience providing enterprise support to Indian and ME clients (B2B SaaS)

- Proven ability to troubleshoot software, understand customer requirements & workflow and resolve more advanced issues working within escalation procedures.

- Good understanding of API, Webhooks, and Connectors.

- Good to have the understanding of at least one of the programming languages (Java, Javascript).

- Operational support experience - the ability to capture the user environment during trouble shooting & work towards speedy and accurate resolutions for client issues.

- Excellent problem-solving, strong written & verbal communication and documentation skills

- Obsessed with customer support and delighting the customers.

- Contribute to developing technical content and IPs such as knowledge base articles, sample scripts, proof of concept, diagnostic tools.

Why Join Us?

- Impactful Work : Directly contribute to enhancing customer satisfaction and loyalty.

- Growth Opportunities : Upskill through training and work on exciting, high-impact projects.

- Dynamic Team : Collaborate with passionate, forward-thinking colleagues.

Perks & Benefits : Competitive salary, health benefits, and a flexible work environment.