Position Title: Customer Success Engineer
Job Location: Hyderabad
Experience : 2-5 years
Support to customers in suitable time zones. Handles customer queries on app
management, installation of POS integration plug-ins and support. Will resolve issues or
escalate as required. Will take onus of coordinating with development in case of serious
1) Account creation support
- a) Will set up user accounts: installs POS integrations and configures the account for
- b) He will remotely login at the customer’s system and install plugins and such as
required by the process.
2) Troubleshooting issues
- a) He will look into issues reported by clients, get all necessary debugging info on it,
try resolving or escalate to engineering team.
- b) When showstopper bugs are reported, ensure that quick patch fixes are made in
live environment by working with engineering and product management teams
and ensuring proper testing.
3) Working with partner teams
- a) For issues reported on Email/SMS delivery, will look-up issues on respective
partner accounts for more info, try resolving or escalate to engineering team.
- a) He will look into all support tickets and provide assistance wherever possible or
forward to appropriate member of the team.
- b) He will be responsible for taking up and coordinating with appropriate teams to
- c) Based on customer requests, will perform DB lookups and data exports, taking
appropriate help from development team.
Critical Skills Required:
- Excellent problem-solving and debugging skills Computer Sciences knowledge with good aptitude
- Fluency in English mandatory
- Very good communication skills
- Good documentation skills
- HTML design knowledge preferred
- DB querying knowledge preferred
- Self driven
Degree in computer sciences – B. Eng./B Tech/ B. Sc. (Comp)
3+ years experience in customer facing roles
Flexibility to work in any shift timing and agreeable to change as needed