Customer Support Engineer - I

Mindtickle is hiring a Customer Support Engineer - I to join its Customer Support Engineering team. The role involves providing technical support to global enterprise customers using its SaaS platform and AI-powered solutions.

The selected candidate will be responsible for troubleshooting technical issues across web applications, APIs, integrations, cloud systems, backend services, and AI-powered features.

This opportunity is suitable for early-career engineers who enjoy solving technical problems, interacting with customers, investigating issues, and working with engineering teams to deliver effective solutions.

Key Responsibilities

Provide technical support to enterprise customers for cloud platforms and AI-powered features.

Troubleshoot issues across web applications, APIs, and integrations.

Understand customer problems and guide them through troubleshooting steps.

Investigate technical issues using logs, dashboards, and internal tools.

Identify root causes and provide effective solutions.

Manage support tickets from initial reporting to final resolution.

Ensure SLA compliance and maintain clear customer communication.

Document solutions through runbooks and knowledge base articles.

Escalate complex technical issues to L2 support teams.

Collect customer feedback and identify product improvement opportunities.

Collaborate with Engineering, Product, and QA teams.

Participate in technical training and continuous learning.