Careers @ Magnaquest

Customer Success Engineer

Experience: We are looking for a Customer Success Engineer with 2 to 5 years of experience with strong technical Skills for our OptCulture Team.

Job Location: Hyderabad

Principal Responsibilities:

  • Engage with customers on escalated support issues or critical customer situations
  • Work in a 24×7 Support Operations and 24×7 on-call rotation.
  • Handles customer queries on app management, installation of POS integration plug-ins, and support.
  • Account creation support:
    • Will set up user accounts: installs POS integrations and configures the account for the user.
    • Will remotely login at the customer’s system and install plugins and such as required by the process.
  • Troubleshooting issues reported by clients, get all necessary debugging info on it, try resolving or escalate to the engineering team
  • Interface with Engineering/Implementation teams and assist the customer with troubleshooting showstopper bugs.
  • Reproduce customer issues to verify problems and provide feedback to development and Implementations teams
  • Based on customer requests, will perform DB lookups and data exports, coordinating and taking appropriate help from the development team.
  • Create entries in our technical support KB to accurately document any incident resolution that is not found in our knowledge base.
  • Assist in developing ongoing training programs for the department.
  • Ability to mentor other engineers on advanced troubleshooting, debugging, and case management skills.

Candidate Specification and Skills Required:

  • Minimum 3-year experience working as a Support Engineer/ Sr. Support Engineer
  • Excellent communication skills (Verbal / Written)
  • Experience in SaaS product support
  • Familiarity with SQL
  • HTML design knowledge preferred
  • Excellent problem-solving and debugging skills Computer Sciences knowledge with good aptitude
    Education: – Degree in computer sciences – B.Tech/B.E/M.Tech/Msc/M.E

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