Customer Success Engineer

Job Summary:

We are seeking a Product Support Engineer to join our dynamic Product Support Team. The ideal candidate will act as the technical bridge between our clients, internal engineering, and product teams — ensuring seamless product performance, issue resolution, and customer satisfaction.

Key Responsibilities:

• Serve as the first line of technical support for our SaaS products, handling client queries and incidents efficiently.
  
  
• Troubleshoot and resolve complex technical issues related to APIs, integrations, and backend services.
  
  
• Collaborate with Product and Engineering teams to identify, replicate, and escalate critical product bugs.
  
  
• Conduct root cause analysis and provide permanent resolutions or documented workarounds.
  
  
• Assist clients with configuration, deployment, and performance optimization of our products.
  
  
• Document support cases, known issues, and resolutions in the internal knowledge base.
  
  
• Maintain SLA adherence and ensure timely communication with clients.
  
  

Participate in product improvement discussions based on client feedback and recurring issues.

Requirements

• Bachelor’s degree in Computer Science, Software Engineering, or a related field.
  
  
• 1–3 years of experience in technical or product support roles (preferably in SaaS, FinTech, or software companies).
  
  
• Strong understanding of APIs, JSON, RESTful services, and web technologies.
  
  
• Experience with Postman, log analysis, or basic debugging tools.