Technical Support Engineer

<h3>About this role</h3> <p>We&#39;re building our <strong>support team</strong> and are looking for p<strong>roactive, empathetic, and resourceful problem-solvers</strong> who are excited to make an impact in a fast-paced environment.</p> <p>If you&#39;re someone who <strong>thrives on helping others</strong>, enjoys <strong>solving problems,</strong> and can communicate <strong>clearly and effectively</strong>, this role is for you!</p> <p>As a <strong>Technical Support Engineer</strong>, you&#39;ll be <strong>the first point of contact</strong> for our customers, ensuring they have a <strong>seamless and positive</strong> experience. You&#39;ll handle c<strong>ustomer queries, troubleshoot issues, and provide product guidance</strong>, helping users get the most out of Zenskar.</p> <h3><strong>Key Responsibilities</strong></h3><h3><strong>Technical Customer Support &amp; Issue Resolution</strong></h3> <ul> <li><strong>Respond promptly</strong> to customer inquiries via chat, email, or calls.</li> <li><strong>Troubleshoot and resolve</strong> customer issues efficiently and escalate when necessary.</li> <li><strong>Keep customers informed</strong> about issue resolutions and product updates.</li> </ul> <h3><strong>Product Guidance &amp; Customer Success</strong></h3> <ul> <li>Develop a <strong>deep understanding of the product</strong> to help customers navigate features.</li> <li>Assist users with <strong>account setup, configurations, and best practices</strong>.</li> <li>Proactively <strong>identify pain points</strong> and guide users to solutions.</li> </ul> <h3><strong>Empathy &amp; Relationship Building</strong></h3> <ul> <li>Build strong <strong>relationships with customers</strong> by understanding their needs.</li> <li><strong>Maintain a customer-first approach</strong>, ensuring satisfaction and engagement.</li> <li>Educate customers on <strong>new features, best practices, and self-service options</strong>.</li> </ul> <h3><strong>Documentation &amp; Feedback</strong></h3> <ul> <li>Contribute to <strong>FAQs, knowledge bases, and troubleshooting guides</strong> for better self-service.</li> <li>Provide <strong>actionable feedback</strong> to internal teams to improve the product and support experience.</li> </ul> <h3><strong>Key Qualifications</strong></h3><h3><strong>What Makes a Great Support Specialist?</strong></h3><p><strong><strong>Excellent Communication Skills</strong></strong></p> <ul> <li>Ability to <strong>write and speak clearly and professionally</strong> in English.</li> <li>Can <strong>explain complex concepts in simple terms</strong> to both technical and non-technical users.</li> <li>Active listening skills to <strong>understand customer concerns and respond empathetically</strong>.</li> </ul> <p><strong><strong>Strong Problem-Solving &amp; Analytical Skills</strong></strong></p> <ul> <li>Quick thinker who can <strong>troubleshoot issues logically and find effective solutions</strong>.</li> <li>Can <strong>adapt to new situations</strong> and solve problems on the fly.</li> <li>Comfortable working with <strong>ticketing systems</strong> and logging accurate information.</li> </ul> <p><strong><strong>Product &amp; Customer Focus</strong></strong></p> <ul> <li><strong>Curious and eager to learn</strong> about new products and features.</li> <li>Ability to <strong>grasp technical concepts</strong> even without a technical background.</li> <li>Understands customer needs and is <strong>committed to providing top-tier support</strong>.</li> </ul> <p><strong><strong>Team Player &amp; Ownership Mindset</strong></strong></p> <ul> <li><strong>Takes initiative</strong> and works independently to resolve customer queries.</li> <li>Works well with <strong>cross-functional teams</strong> (Product, Engineering, and Success).</li> <li><strong>High accountability</strong> and ownership of customer issues from start to resolution.</li> </ul> <h3><strong>Work Hours</strong></h3> <ul> <li>Must be comfortable working <strong>US shifts</strong> to support international customers.</li> </ul> <h3><strong>Location</strong></h3> <ul> <li>Hybrid - 2 days per week (Tuesday, Thursday)</li> <li>Office Location: Indiranagar, Bengaluru.</li> <li>Address: 3rd Floor, A wing No 1, Carlton Towers, HAL Old Airport Rd, HAL 2nd Stage, Indiranagar, Bengaluru, Karnataka 560008.</li> </ul> <h3><strong>Why Join Zenskar?</strong></h3> <ul> <li>Work with <strong>a fast-growing company</strong> where your contributions matter.</li> <li>Get exposure to <strong>a variety of customers and industries</strong>.</li> <li>Be part of <strong>a supportive, collaborative team</strong> that values growth and learning.</li> </ul> <h3><strong>Interview Process</strong></h3> <p>Our interview process is designed to be structured and efficient.</p> <ul> <li><strong>R0 – Recruiter Screening:</strong> Quick conversation to assess basic fit and role expectations.</li> <li><strong>R1 – Introductory Call:</strong> Discussion on your background, the role, and why Zenskar. We recommend reviewing the job description &amp; <strong>Apurv’s recorded videos</strong> before this step.</li> <li><strong>Take-Home Assignment/Case Study:</strong> A short, role-relevant exercise to evaluate your problem-solving approach.</li> <li><strong>R2 – Assignment Discussion:</strong> A walkthrough of your assignment, focusing on your thinking, trade-offs, and execution.</li> <li><strong>Final Round:</strong> A final round-up of all the conversations. This may be <strong>virtual or in person</strong> based on availability.</li> </ul> <p><em>The process may vary slightly depending on the role and whether we feel it would be useful for you to connect with additional members of the team.</em></p> <h3><strong>How to Apply</strong></h3> <p>Interested? Click here to apply → <a href="https://evolve.keka.com/careers/applyjob/60537" target="_blank" rel="nofollow">https://evolve.keka.com/careers/applyjob/60537</a></p>