Customer Support Engineer

Job description:

As a Customer Support Engineer, you will play a key role in delivering exceptional technical support to our global customers. You will troubleshoot product and integration issues, resolve customer queries, and work closely with Customer Success, Product, and Engineering teams to ensure timely issue resolution.

The ideal candidate is customer-focused, technically inclined, and enjoys solving complex problems while delivering an outstanding support experience.

Key Responsibilities:

• Provide technical support to customers via email, chat, phone, and ticketing systems.
• Troubleshoot product, platform, messaging, and integration-related issues across Conversive's solutions.
• Manage customer cases using Zoho Desk, ensuring timely resolution and adherence to defined SLAs.
• Support customers using CRM platforms such as Salesforce and Zoho, helping them effectively utilize Conversive's products.
• Investigate messaging, configuration, API, and integration issues and collaborate with Engineering or Product teams for complex cases.
• Clearly document customer interactions, troubleshooting steps, and resolutions while contributing to internal knowledge articles.
• Build strong customer relationships by providing proactive, accurate, and solution-oriented support.
• Identify recurring customer issues and recommend product or process improvements.
• Collaborate with cross-functional teams to ensure an exceptional customer experience throughout the support lifecycle.

Requirements:

• 4-6 years of experience in Technical Support, Customer Support, Application Support, or Customer Success within a SaaS, B2B, or technology company.
• Experience working with ticketing platforms such as Zoho Desk, Zendesk, Freshdesk, or similar tools.
• Hands-on experience supporting CRM platforms such as Salesforce and/or Zoho CRM.
• Good understanding of SaaS applications, cloud-based platforms, APIs, and web technologies.
• Strong troubleshooting and analytical skills with the ability to resolve technical issues efficiently.
• Excellent verbal and written communication skills with experience supporting global customers, preferably the US market.
• Ability to manage multiple customer issues simultaneously while meeting SLAs.
• Strong customer-first mindset with excellent problem-solving and stakeholder management skills.
• Bachelor's degree in Engineering, Computer Science, Information Technology, or a related technical discipline is preferred.

Preferred Skills:

• Experience supporting enterprise SaaS products.
• Exposure to CRM integrations and messaging platforms.
• Understanding of REST APIs, webhooks, or basic troubleshooting using browser developer tools.
• Experience working with global customers across different time zones.
• Ability to work collaboratively in a fast-paced, cross-functional environment.

What You'll Bring:

• Passion for delivering exceptional customer experiences.
• Strong ownership and accountability.
• Excellent communication and interpersonal skills.
• A proactive, solution-oriented mindset.
• Ability to learn new technologies quickly and adapt to changing business needs.